support center - Brad Cleveland

What Does a Customer Access Strategy Look Like?

Jun 27, 2012 | Podcasts

Customer access strategies are like business plans – they vary greatly. Here, Brad discusses a standout example of an effective access strategy.

Components Of an Effective Customer Access Strategy

Jun 26, 2012 | Podcasts

In this podcast, Brad identifies the major components of an effective customer access strategy: customers, contact types, access alternatives, hours of operation, service level and response time objectives, routing methodology, people and technology resources needed,...

The Importance of a Customer Access Strategy

Jun 25, 2012 | Podcasts, Uncategorized

Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations.

An Overview Of My New Book

Jun 24, 2012 | Podcasts

Call Center Management On Fast Forward: Succeeding in the New Era of Customer Relationships (third edition) hits the shelves in May 2012. This podcast is also available as an article: An Overview Of My Upcoming Book

How I Got into this Field

Jun 23, 2012 | Podcasts

Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession.