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Blog

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

Monthly Archives: March 2015

March 26, 2015

A Way of Doing Business

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn,...

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March 20, 2015

So Many Ways to Interact with Customers

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral...

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March 11, 2015

Interview on Building a Customer Service Ecosystem

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March 4, 2015

New Speaking Demo, New Era of Customer Relationships

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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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