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Blog

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

Monthly Archives: July 2014

July 31, 2014

What Are Your Customers' Priorities?

In a recent survey conducted by IntelliResponse, customers chose efficiency over personalization. Of the 1,000 US online consumers who were surveyed, 59% said they want...

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July 23, 2014

Three Questions that Help Define Contact Center Workload

One of the tenants of running an effective contact center is that you forecast and manage the totality of the center’s workload. Even in organizations...

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July 17, 2014

Making Good Decisions

One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong...

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July 9, 2014

Retaining the ‘Right’ Customers

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July 2, 2014

The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing

The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you...

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Recent Blogs:

  • How to Leverage Your AI-Powered Customer Support Strategy
  • A CX Goal: Universal Participation in Product and Service Innovation
  • Customer Experience Transformation: Failure Is Not an Option
  • Don’t Guess at Staffing: Proven Methods for Your Contact Center
  • Future-Proof Your AI-Powered Customer Service

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