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Blog

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

Monthly Archives: May 2016

May 31, 2016

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe...

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May 27, 2016

Putting Abandonment in Perspective

In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what...

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May 24, 2016

Connecting Hiring, Training and Coaching

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May 20, 2016

Documenting Your Customer Access Strategy

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various...

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May 17, 2016

Cell Phone Inventor Predicts the Next Big Thing

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And...

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May 12, 2016

Leaders Need to Spend Time on the Frontline

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May 10, 2016

The Best Managed Contact Centers: #12 – They See the Possibilities

The contact center profession has come a long way in recent years. Customer expectations are...

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May 5, 2016

Focus on the Next Three Hours

Recently, I was invited to participate in Jim Rembach’s FastLeader Show Podcast. It was a great experience and gave me the opportunity to reflect on...

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May 3, 2016

Interpreting Benchmarks

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Recent Blogs:

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  • 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

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