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Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Monthly Archives: June 2012

June 30, 2012

Companies Using Access Strategies to Bolster Their Brands

Brad shares examples of  organizations that are shaping access strategies that support and further their brands.

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June 29, 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...

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June 28, 2012

Questions Answered by Your Customer Access Strategy

Shaping an effective customer access strategy will enable you to answer many important questions.

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June 27, 2012

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.

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June 26, 2012

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...

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June 25, 2012

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.

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June 24, 2012

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...

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June 23, 2012

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...

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June 22, 2012

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...

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June 21, 2012

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...

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June 20, 2012

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...

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June 19, 2012

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...

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