In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your...
Read More >>>Tag Archives: customer access
How to Meet Changing Customer Expectations
Communicating Access Alternatives to Customers
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...
Read More >>>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...
Read More >>>Aligning the Organization to Deliver the Best Possible Customer Experience
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...
Read More >>>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...
Read More >>>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...
Read More >>>How Long Will Your Customers Wait for Service?
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....
Read More >>>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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