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Blog

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

Monthly Archives: December 2016

December 29, 2016

Keeping Up with Customer Service Developments

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December 21, 2016

You’re Lookin’ (Too?) Good…

Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center...

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December 14, 2016

5 Secrets of Accurate Scheduling in Today’s Contact Center

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December 12, 2016

How Do You Define Great Customer Service?

Erica Strother Marois recently put together a video for ICMI following ICMI’s Contact Center Expo and Conference. In the video, some of the conference speakers answer...

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December 8, 2016

Service Level: Realistic Targets, Taken Seriously

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level....

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December 2, 2016

eCornell Videos: For the First Time Ever, the Customer Is in Control

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s...

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Recent Blogs:

  • Are We There for Our Customers When They Need Us?
  • 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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