customer access strategy - Brad Cleveland

Managing Perceptions When Capacity Is Limited

Apr 28, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Workforce Management

What do you do if customer demand outstrips supply? What if there are more customers than the capacity that you have? After all, you can’t add more seats in the restaurant. The ski lift line, parking spots, checkout lanes are all finite. So what can you do? ...

Can agents get work done between customer contacts?

Mar 9, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Organization and Culture, Workforce Management

I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team is juggling customer workload across channels—phone, chat, social media, et al.—and it feels a bit like...

Building the “Frictionless” Organization—an Interview with Bill Price

Jan 24, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support

Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions. He and David Jaffe authored The Best...

10 Components of a Customer Access Strategy

Dec 16, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact with customers. An effective...

Controlling Contact Center Costs—the Right Way

Jul 29, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, The Edge of Service

With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can be successful. But the wrong approach can backfire in the form of new and/or hidden costs, frustrated employees...

Managing Perceptions When Capacity Is Limited

Can agents get work done between customer contacts?

Building the “Frictionless” Organization—an Interview with Bill Price

￼10 Components of a Customer Access Strategy

Controlling Contact Center Costs—the Right Way￼

10 Components of a Customer Access Strategy

Controlling Contact Center Costs—the Right Way