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

Yearly Archives: 2014

October 1, 2014

Great Service Makes Us Feel Better

Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers...

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September 24, 2014

Encouraging Customers to Use Self-Service Channels

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September 18, 2014

Know What's Important to Customers

A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is...

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September 16, 2014

Boosting the Strategic Value of Your Customer Service Operation

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September 9, 2014

The Edge of Service® Newsletter, Issue 10: Beware Others' Benchmarks

The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a...

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August 28, 2014

Rules of the Road for Recruiting and Hiring

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August 20, 2014

When to Begin Forecasting and Planning Chat

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August 15, 2014

Social Media Presence vs. Social Media Customer Care

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally...

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August 7, 2014

The Demand for Our Time Leads to Disengagement

A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors...

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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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Recent Blogs:

  • Building the “Frictionless” Organization—an Interview with Bill Price
  • Forecasting the Contact Center Workload
  • Will the Fundamentals Change?
  • Stories from the Field: Improving the Service Process
  • Celebrate – often!

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