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

Monthly Archives: March 2017

March 28, 2017

Expert Insight from ICMI Thought Leaders

ICMI recently put together the e-book Expert Insights on 8 of your Biggest Contact Center Challenges, featuring the ICMI Top 50 Thought Leaders. You’ll find...

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March 22, 2017

Videos to Spark Discussion

Are you looking for a way to incorporate long-term improvement into your team meetings? Take a few minutes during your next team meeting to watch...

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March 16, 2017

Improving the Accuracy of Schedules

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March 14, 2017

Three Major Customer Service Trends

We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you...

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March 8, 2017

Cutting Costs with Minimum Impact on Customers

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March 7, 2017

The Magnitude of Mobile

Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now...

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