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

Monthly Archives: October 2016

October 27, 2016

The Measures Every Contact Center Should Have

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant...

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October 25, 2016

Building Brand Engagement with Multichannel Services

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October 20, 2016

The 12 Principles for Building Profitable Customer Relationships

Over the past decade, ICMI has studied, codified and periodically published a summary of the...

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October 18, 2016

Boosting the Strategic Value of Customer Interaction

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization....

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October 4, 2016

Building a Customer Service Ecosystem

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components...

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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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