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

Yearly Archives: 2017

December 20, 2017

The Highest Level of Leadership

As 2017 comes to a close, it is a great time to reflect and consider plans for the new year. This past summer, I had...

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December 14, 2017

Managing a Contact Center in Real-Time

Real-time management compliments contact center planning. In any center that handles contacts initiated by customers, our forecasts and plans can be off the mark. We...

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December 6, 2017

Customer Comments Matter: Numbers to Ponder

Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%....

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November 30, 2017

Aligning the Organization to Deliver the Best Possible Customer Experience

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November 28, 2017

Tools for Your Next Team Meeting

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can...

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November 16, 2017

Accessibility and Quality Work Together

Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That’s one of the...

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November 14, 2017

Customer Advocacy: An Essential Ingredient

Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way...

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November 8, 2017

How to Meet Changing Customer Expectations

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November 2, 2017

Great Customer Service on a Shoestring Budget

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. Recently, I was reminded of an article the Institute’s Evergreen...

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October 26, 2017

Ensuring Quality Standards Count

How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are...

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October 24, 2017

Does Your Executive Team Understand Staffing Tradeoffs?

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource...

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October 19, 2017

Skills-Based Routing: 5 Common Problems You Can Avoid

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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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