Abstract: A method and service for handling incoming customer calls. The invention uses an Access Point Model (APM) that includes an inventory of access entry points for voice, text, and/or web communication from a customer; a process network that lists the names and roles of customer contacts within the enterprise; an APM diagram of optimized pathways to be taken by particular incoming customer calls; rules for the customer contacts to follow when handling the incoming customer calls; and a synchronization of the customer calls with back-end processes within the enterprise that are responsive to instructions from the customer contacts.

Abstract: A call center is operated to increase customer satisfaction and reduce costs by resolving requests during a first access. Common most frequently asked questions are identified and categorized into request and sub-request types. A request is received from a caller and handled by a call center agent via a referral. The referral may be to a web site URL. The request is logged into a tracking tool according to a first access resolution criteria. Periodically the data entered into the log is analyzed to determine first access resolution results by request and sub-request type. For those types having low first access resolution scores, the content of the corresponding web site URL is enhanced.