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.
Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations.
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 available as an article: An Overview Of My Upcoming Book
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 backgrounds” in this profession.
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 Best Leaders
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