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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

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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October 3, 2018

Communicating Access Alternatives to Customers

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September 26, 2018

Tools for Your Next Team Meeting

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can...

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August 24, 2018

Strategy Drives Structure

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...

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June 28, 2018

Contact Center Future Shock: Channels May Become Part of Our Past

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in...

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November 30, 2017

Aligning the Organization to Deliver the Best Possible Customer Experience

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November 28, 2017

Tools for Your Next Team Meeting

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can...

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November 16, 2017

Accessibility and Quality Work Together

Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the...

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September 19, 2017

Strategy Drives Structure

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...

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Recent Blogs:

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