Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine...
Read More >>>Category Archives: Customer Access Strategy
Prepare Your Contact Center for the Future
Megan Jones, Editor at Call Centre Helper, recently interviewed me to discuss the habits every leader should adopt to succeed in planning ahead. The article...
Read More >>>Better Service at Lower Costs? Yes, It’s Possible
The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer satisfaction lead to increased customer loyalty, better business...
Read More >>>How to Leverage Your AI-Powered Customer Support Strategy
When jumping into artificial intelligence, many organizations inventory what they’re doing now and look for opportunities to automate. This fixed-pie thinking can be limiting out...
Read More >>>Future-Proof Your AI-Powered Customer Service
AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do...
Read More >>>What Is Good Service? Customer Perceptions Keep Changing
The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good...
Read More >>>An Introduction to Customer Access Strategy
A Customer Access Strategy is a well-documented, overall plan that guides your contact center. It helps to think of it as a blueprint for your...
Read More >>>Managing Perceptions When Capacity Is Limited
What do you do if customer demand outstrips supply? What if there are more customers than the capacity that you have? After all, you can’t add more seats...
Read More >>>Can agents get work done between customer contacts?
I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team...
Read More >>>Building the “Frictionless” Organization—an Interview with Bill Price
Bill Price is a longtime friend and industry colleague in the customer service space. Bill...
Read More >>>10 Components of a Customer Access Strategy
Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact...
Read More >>>Service Level from the Perspective of Customers
For service level to have meaning, you must view it over an appropriate time frame. Daily service level reports often conceal important information. Service level...
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