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Blog

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

Tag Archives: customer access

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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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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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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April 11, 2017

Staffing for Weekends

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s...

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February 14, 2017

How Long Will Your Customers Wait for Service?

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December 8, 2016

Service Level: Realistic Targets, Taken Seriously

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level....

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December 2, 2016

eCornell Videos: For the First Time Ever, the Customer Is in Control

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s...

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Recent Blogs:

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  • Can agents get work done between customer contacts?
  • 6 Traits of a Customer-Focused Culture
  • Employee Engagement: The Key Driver and 4 More
  • A “safe” CX strategy may be dangerous

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