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Blog

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

Monthly Archives: April 2017

April 28, 2017

Matching Staff to Workload

Contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making staffing decisions...

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April 26, 2017

Leaders Need to Spend Time on the Frontline

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April 21, 2017

Traits of the Best Leaders

Often I am asked what I look for in leadership. The question is usually something like, “You go into a lot of different organizations and...

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April 18, 2017

Connecting Hiring, Training and Coaching

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April 14, 2017

Defining Quality in Customer Service

What does quality mean in customer service? What are standards and where do they come from? Take 5 minutes to explore these questions and learn...

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April 11, 2017

Staffing for Weekends

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s...

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April 6, 2017

Boosting the Strategic Value of Your Customer Service Operation

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April 5, 2017

Be There for Your Customers Podcast

Kathryn Kemp Guylay recently interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You...

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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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