Brad shares examples of organizations that are shaping access strategies that support and further their brands.Read More >>>
Monthly Archives: June 2012
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 >>>
An Overview Of My New Book
Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also...Read More >>>
How I Got into this Field
Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different...Read More >>>
Traits of the Best Leaders
Brad shares his views on the most important traits in leaders: Authenticity, effective communication, and competence. This podcast is also available as an article: Traits of the...Read More >>>
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...Read More >>>
The Value of a Contact Center
Call centers (contact centers) can create value on three levels: efficiency, customer satisfaction and loyalty, and strategic impact (through intelligence that improves products, services and...Read More >>>
Have Call Center Fundamentals Changed?
Here, Brad discusses how call center strategy and management is (and isn’t) changing. This podcast is also available as an article: Have Call Center Fundamentals...Read More >>>