Strategic Planning Assessment

Note: This Excel document will download automatically.

Customer Experience Leadership Glossary

Contact Center Management Glossary

Customer Access Strategy Worksheet

ROI Calculations Toolkit

Customer Queue Calculator, Version 1.2

Note: You will need to Enable Macros when you open the calculator in Excel. You will find information on how to use the calculator and a contact for support in the Instructions tab.

Videos

Shape the customer access strategy from Customer Service Strategy by Brad Cleveland

Boosting the contact center’s strategic value from Contact Center Leadership by Brad Cleveland

Building a customer-focused culture from Contact Center Leadership by Brad Cleveland

Creating a culture of innovation from Contact Center Leadership by Brad Cleveland