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Blog

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

Monthly Archives: May 2014

May 28, 2014

The Single Most Important Element of All

“The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are...

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May 21, 2014

How to Improve the Accuracy of Your Schedules

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May 19, 2014

Consistency Across Channels: We've Got a Long Way to Go

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that...

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May 13, 2014

Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy

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May 9, 2014

Secrets to Creating an Engaging Culture

Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees...

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May 6, 2014

Is Social Media a Risk?

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May 1, 2014

The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share

The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet...

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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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