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

Monthly Archives: April 2014

April 29, 2014

Measuring Social Interactions

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April 23, 2014

Four Best Practices in Mobile Customer Service

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity...

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April 21, 2014

What Should Our Service Level Be?

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April 17, 2014

Best Practices in Mobile Customer Access Strategies

So, how do you get started? Let’s begin with a short note on definition. Mobile is often referred to as a “channel” in contact center...

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April 15, 2014

Should We Have a Chief Customer Officer?

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April 11, 2014

Forecasting and Staffing for New Channels

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social...

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April 8, 2014

Today’s Contact Center – The Internal Engine that Engages Social Communities

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April 4, 2014

Shaping Your Mobile Customer Service Strategy

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant...

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April 2, 2014

Quality Management Across Channels

As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all...

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Recent Blogs:

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  • Be Bold in Doing What’s Right
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