Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our...
Read More >>>Tag Archives: customer access strategy
How to Meet Changing Customer Expectations
Communicating Access Alternatives to Customers
Tools for Your Next Team Meeting
Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can...
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 >>>Contact Center Future Shock: Channels May Become Part of Our Past
While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in...
Read More >>>Aligning the Organization to Deliver the Best Possible Customer Experience
Tools for Your Next Team Meeting
Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can...
Read More >>>Accessibility and Quality Work Together
Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the...
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 >>>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 >>>Staffing for Weekends
Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s...
Read More >>>