Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.
Brad explains how successful organizations cultivate profitable relationships. Steps include understanding your customers, interacting with them personally, segmenting them sensibly, retaining the right customers, anticipating customers needs and offering solutions, increasing the value you provide, presenting a “single face” for your customers, creating business rules to automate processes, empowering your employees, and others.
Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.
Brad shares the traits that are common among successful contact centers.
Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.
Brad shares examples of organizations that are shaping access strategies that support and further their brands.
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 Channel or a Strategy?
Shaping an effective customer access strategy will enable you to answer many important questions.
Customer access strategies are like business plans – they vary greatly. Here, Brad discusses a standout example of an effective 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.