Several videos I recorded for eCornell are as pertinent today as they were then. Here’s...
Read More >>>Category Archives: Customer Access Strategy
Great Customer Service on a Shoestring Budget
The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. The Institute’s Evergreen Journal recently published an article I wrote on...
Read More >>>eCornell Videos: Delivering Consistent Service
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the first of five videos.
Read More >>>Building Brand Engagement with Multichannel Services
Make the Most of Changing Customer Expectations
How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are...
Read More >>>Revisiting Your Service Level Objective
The Contact Center’s Role in Building Self-Service Channels
Many organizations are learning firsthand that contact centers can play a central role in encouraging...
Read More >>>Strategy Drives Structure
Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...
Read More >>>Mobile Customer Support
Communicating Access Alternatives to Customers
Putting Abandonment in Perspective
In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what...
Read More >>>Documenting Your Customer Access Strategy
Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various...
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