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Blog

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

Monthly Archives: January 2016

January 28, 2016

Traits of the Best Leaders

Often I am asked what I look for in leadership. The question is usually something like, “You go into a lot of different organizations and...

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January 26, 2016

Staffing for Mobile

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January 20, 2016

The Best-Managed Contact Centers: #4 – They Build Plans and Services around Evolving Customer Expectations

One of the most critical — and difficult — aspects of managing a contact center...

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January 19, 2016

Are Your Mobile Apps Ready for Prime Time?

Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime...

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January 14, 2016

5 Secrets of Accurate Scheduling in Today’s Contact Center

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January 12, 2016

The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that...

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January 7, 2016

Celebrating 30 Years of Contact Centers

It’s a new year and a great time to reflect on how contact centers have changed over time. Here’s a short (four-minute) video I developed with the ICMI team...

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January 5, 2016

The Best-Managed Contact Centers: #2 – They Have a Supporting Culture

Characteristic #2: They Have a Supporting Culture  Culture — the inveterate principles or values of...

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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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