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

Monthly Archives: January 2017

January 27, 2017

Calibration Is Key to Improving Quality

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect...

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January 24, 2017

Don’t Leave Culture to Chance

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January 20, 2017

Caution: Don’t View Contact Center Performance Measures in Isolation

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost...

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January 18, 2017

Always Connected: Blessing or Curse? (Brad’s TEDx Talk)

Is being “always connected” a blessing or a curse? Are you in charge or a slave to your smartphone? This TEDx Talk covers three principles...

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January 13, 2017

Improvements Must Be Ongoing

Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent...

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January 11, 2017

Improving ROI on Quality Monitoring

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January 5, 2017

Cultivating Effective Communication, Part 2

This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop...

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January 2, 2017

Cultivating Effective Communication, Part 1

Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion,...

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