Cisco recently produced a study based on a survey of Gen-Y-ers (respondents included were college students and workers ages 18-30 years old). Some of the...
Read More >>>Tag Archives: customer access strategy
Creating a Customer Access Strategy
The Two Key Agent Performance Objectives
Establishing the Right Measures and Objectives
Do Customers Understand Your Access Alternatives?
Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.
Read More >>>Companies Using Access Strategies to Bolster Their Brands
Brad shares examples of organizations that are shaping access strategies that support and further their brands.
Read More >>>Is Social Media a Channel or a Strategy?
What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a...
Read More >>>Questions Answered by Your Customer Access Strategy
Shaping an effective customer access strategy will enable you to answer many important questions.
Read More >>>What Does a Customer Access Strategy Look Like?
Customer access strategies are like business plans – they vary greatly. Here, Brad discusses a standout example of an effective access strategy.
Read More >>>Components Of an Effective Customer Access Strategy
In this podcast, Brad identifies the major components of an effective customer access strategy: customers, contact types, access alternatives, hours of operation, service level and...
Read More >>>The Importance of a Customer Access Strategy
Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations.
Read More >>>Shaping Your Customer Access Strategy for Social Media
(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. To subscribe, see link at bottom.) While social media projects often...
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