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Blog

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

Monthly Archives: August 2015

August 27, 2015

The 12 Principles of Customer Relationships

  The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and...

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August 25, 2015

Skills-Based Routing: Effective Resource Planning Is Vital

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August 20, 2015

Customer Service and Contact Center Statistics

Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great...

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August 18, 2015

Anticipating Customer Needs

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August 13, 2015

How Will the Internet of Things Impact Contact Centers?

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service...

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August 11, 2015

7 Suggestions for Improving Schedule Adherence

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August 6, 2015

Providing a Poor Customer Experience Is Costly

When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to...

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Recent Blogs:

  • Do your goals and metrics foster employee engagement?
  • Quality standards that align with customer experience
  • Justifying Your Customer Service Budget
  • Create a Specific, Compelling Vision
  • Build the right skills, knowledge, and leaders

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