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

Yearly Archives: 2015

December 29, 2015

Smartphone Statistics

Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for...

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December 22, 2015

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an...

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December 17, 2015

The Best-Managed Contact Centers: #1 – They Produce High Levels of Value

In some organizations, you can feel the energy as soon as you walk in the...

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December 15, 2015

Encouraging Customers to Use Self-Service Channels

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December 11, 2015

Building Cross-Functional Processes

Many centers have charged a person or a group of people with essential planning responsibilities, i.e., forecasting, staffing and scheduling. As a part of their...

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December 8, 2015

Should We Have Objectives for Abandonment?

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December 4, 2015

Does Your Executive Team Understand Staffing Tradeoffs?

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource...

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December 1, 2015

Improving ROI on Quality Monitoring

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November 19, 2015

Boosting Quality and Innovation

Every customer interaction your organization handles provides implicit and/or direct insight into processes, products, policies, services, customers and the external environment. You have the opportunity...

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November 17, 2015

Don’t Leave Culture to Chance

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November 12, 2015

Innovative Hiring Practices

Here are samples of things different organizations are doing to find, attract and hire the people they need: Zappos offers new employees payments equivalent to...

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November 10, 2015

Recent WebTV Interview on Contact Center Measures

I recently appeared on Laura Sikorski’s WebTV show Sikorski’s Think Abouts. In this interview-style 15-minute video, we discuss 7 measures every contact center should use...

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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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