Contact Center Strategy and Leadership Workbook

Leading the Customer Experience, Chapter 4

Additional Example: CAS Note: This Excel document will download automatically for your use as an example.

Customer Access Strategy Template Note: This Word document will download automatically for your use as a template.

Customer Queue Calculator 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.