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

Monthly Archives: June 2016

June 29, 2016

Tighten Up Your AHT Projections

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for...

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June 28, 2016

3 Ways the Contact Center Contributes to Customer Experience

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June 24, 2016

Hot Topic’s “Daily Huddle”

A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service...

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June 21, 2016

Traits of Engaged Employees

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to...

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June 15, 2016

Communicating Access Alternatives to Customers

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June 9, 2016

Recent Statistics on Employee Engagement

Here are some recent statistics that we gathered for the latest issue of The Edge of Service. Compared with disengaged employees, highly engaged employees are...

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June 7, 2016

10 Customer Expectations You Can’t Afford to Ignore

Erica Strother Marios with ICMI recently put together a slide show on ten key customer expectations (as described in Call Center Management on Fast Forward)....

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June 2, 2016

Four Keys to Retaining Millennial Customers

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry,...

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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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