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

Monthly Archives: November 2012

November 17, 2012

Wait… That's Cheating!

I recall a consulting assignment for the customer service operation of a large utility, with a client base in the millions. They handled thousands of...

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November 15, 2012

Consider Posting Customer Service Statistics

Posting statistics on your customer services can be smart move. It tells your customers that you care, emphasizes important aspects of performance, provides your team...

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Recent Blogs:

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