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

Monthly Archives: February 2015

February 24, 2015

How’s Your Mobile Customer Support?

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. 1.4 Billion smartphone shipments expected in 2015,...

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February 20, 2015

Leading a Distributed Team

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February 17, 2015

“You have to serve…like nobody else does.”

Here’s a quotation worth discussing with your team. “Manufacturers are struggling all over the place to call themselves a manufacturer, when in reality there’s a...

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February 13, 2015

How Long Will Your Customers Wait for Service?

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February 10, 2015

Consumer vs. Corporate Perception – A Clear Disconnect

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that...

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February 5, 2015

Staffing for Mobile Services

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February 2, 2015

Calibration Is Key to Improving Quality

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect...

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Recent Blogs:

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  • 6 Traits of a Customer-Focused Culture
  • Employee Engagement: The Key Driver and 4 More
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