Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations.
Read More >>>Category Archives: Podcasts
An Overview Of My New Book
Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also...
Read More >>>How I Got into this Field
Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different...
Read More >>>Traits of the Best Leaders
Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the...
Read More >>>The Measures Every Contact Center Should Have
Brad discusses 7 categories of measures every contact center should have: Forecast accuracy, schedule fit and adherence, service level, quality, employee satisfaction, customer satisfaction and...
Read More >>>The Value of a Contact Center
Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and...
Read More >>>Have Call Center Fundamentals Changed?
Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals...
Read More >>>Will Social Communities and Mobile Apps Replace Call Centers?
Social communities and mobile apps will not replace call centers. But they will change them...
Read More >>>Customer Service Through Social Channels
How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue. This podcast is also available...
Read More >>>Social Media is Changing Customer Service
Social media, mobile apps and other developments are enabling the “greatest consumer movement in history.”
Read More >>>Value Proposition: A New Era In Customer Service
In this podcast, Brad shares his reasons for believing it’s a new era in customer service.
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