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 response time objectives, routing methodology, people and technology resources needed, required information, analysis and improvement, and guidelines for deploying new services.

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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 loyalty, and strategic value. This podcast is also available as an article: The Measures Every Contact Center Should Have

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