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Blog

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

Category Archives: Customer Access Strategy

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March 9, 2023

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...

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January 24, 2023

Building the “Frictionless” Organization—an Interview with Bill Price

Bill Price is a longtime friend and industry colleague in the customer service space. Bill...

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December 16, 2022

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...

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August 25, 2022

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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July 29, 2022

Controlling Contact Center Costs—the Right Way

With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can...

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July 7, 2022

Developing Your Service Strategy

Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy...

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May 26, 2022

Build the right skills, knowledge, and leaders

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many...

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April 1, 2022

Drive Innovation with Convenience Design

One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing...

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December 17, 2021

The importance of effective service strategy

Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging...

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November 11, 2021

The Pros and Cons of Virtual Queues

Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times...

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September 9, 2021

Customer Service Excellence

Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as...

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September 2, 2021

5 Universal Customer Frustrations

Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s...

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Recent Blogs:

  • Be Bold in Doing What’s Right
  • Can agents get work done between customer contacts?
  • 6 Traits of a Customer-Focused Culture
  • Employee Engagement: The Key Driver and 4 More
  • A “safe” CX strategy may be dangerous

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