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

Tag Archives: customer access strategy

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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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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August 26, 2021

10 Components of a Customer Access Strategy

It could be that you have just a few people in a small department or company, handling interactions with customers. On the other hand, you...

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July 1, 2021

Eliminate the most damaging customer service frustrations

The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and...

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August 6, 2020

Make Your Customer Access Strategy Uniquely Yours

What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours...

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May 14, 2020

Developing – or Reconsidering – Your Service Strategy

In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your...

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February 20, 2020

Customer Access Strategy as Playbook

Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University...

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January 8, 2020

GM Leverages AI in Social Customer Care

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM...

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June 6, 2019

Aligning Service with Vision and Mission

Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our...

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October 26, 2018

How to Meet Changing Customer Expectations

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