It is challenging enough to make sure adequate resources are in place to handle the peaks and valleys that businesses experience on a daily, weekly, and monthly basis. The task is made even more difficult when the resources are not in place to cover even the baseline of expected demand.
When focusing on customer service, it is easy to get caught up in training programs, customer outreach initiatives, and satisfaction surveys — all of which are vital. However, it is more important not to lose focus on the most basic idea of all: Do we have the resources in place to deliver service levels we are striving to achieve?
Watch the video for Adam's thoughts on how the idea of resources is often glossed over, yet is one of the most crucial in delivering customer experiences.
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