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
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 processes).
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 Changed?
Social communities and mobile apps will not replace call centers. But they will change them dramatically.
How do organizations get started in delivering services through social channels? It’s a pretty simple formula: Listen, learn and dialogue. This podcast is also available as an article: /resources/articles/customer-service-through-social-channels/