customer access strategy - Brad Cleveland

The Contact Center’s Role in Building Self-Service Channels

Sep 21, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Multi-channel Support, Self-service

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in...

Strategy Drives Structure

Sep 7, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Organization and Culture

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group...

Mobile Customer Support

Aug 2, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership, Mobile, Videos

Communicating Access Alternatives to Customers

Jun 15, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Videos

Putting Abandonment in Perspective

May 27, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Workforce Management

In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what is an acceptable rate of abandonment? What is abandonment in such and such an industry? Are there any studies on how long...