Podcasts

Podcast Series: Customer Strategy and Management Brad Cleveland is known globally as one of today's foremost experts in customer strategy and management. He has worked across 45 states and in over 60 countries, and his clients have included many service leaders. In this series, Brad discusses customer service, call centers (contact centers), technical support centers, social media, and other customer-facing environments.

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 response time objectives, routing methodology, people and technology resources needed, required information, analysis and improvement, and guidelines for deploying new services.

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 loyalty, and strategic value. This podcast is also available as an article: The Measures Every Contact Center Should Have