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

Monthly Archives: April 2015

April 30, 2015

Get It Right with Mobile Apps

Mobile apps are an important part of the emerging customer service landscape. Don’t dither getting there. But by all means, ensure they are ready for...

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April 28, 2015

60 Million Hours?

According to a stat provided by Fonolo, Americans spend a combined 60 million hours on hold with contact centers, each year. Who knew?

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April 23, 2015

Keeping Up with Customer Service Changes

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April 21, 2015

Implementing Video Chat?

Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the...

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April 16, 2015

The Changing Role of Supervisors

Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging...

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April 7, 2015

Be Careful When Interpreting Benchmarks

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Recent Blogs:

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  • 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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