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

Yearly Archives: 2014

December 16, 2014

Recent WebTV Interview on Customer Service Trends

Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts. In this 12-minute interview, we discuss the trends shaping service and...

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December 11, 2014

How Many Concurrent Chat Sessions Should Agents Handle

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December 5, 2014

How Many Customer Service Interactions Go Wrong?

According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X...

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December 2, 2014

Developing a Mobile Customer Access Strategy

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November 25, 2014

FinancesOnline’s List of “Top Countries with the Best Customer Service”

FinancesOnline recently released an infographic that provides a list of “top countries with the best...

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November 19, 2014

7 Suggestions for Improving Schedule Adherence

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November 12, 2014

How Contact Centers Strengthen Ties Across the Organization

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties....

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November 5, 2014

Improving ROI on Quality Monitoring

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October 29, 2014

Emotion as a Key Driver in Customer Loyalty

Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector:...

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October 22, 2014

Skills-Based Routing: Effective Resource Planning Is Vital

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October 15, 2014

KLM Provides Wait Time Estimates on Twitter Page

KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense. They even provide...

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October 8, 2014

Don’t Leave Culture to Chance

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Recent Blogs:

  • Be Bold in Doing What’s Right
  • Can agents get work done between customer contacts?
  • 6 Traits of a Customer-Focused Culture
  • Employee Engagement: The Key Driver and 4 More
  • A “safe” CX strategy may be dangerous

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