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Blog

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

Monthly Archives: May 2017

May 30, 2017

The Importance of Customer Advocacy

Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word...

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May 25, 2017

Perspective on First-Contact Resolution

First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer...

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May 18, 2017

3 Ways the Contact Center Contributes to Customer Experience

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May 17, 2017

Hot Topic’s “Daily Huddle”

A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service...

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May 11, 2017

The Problem with Daily Averages (and the Solution)

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May 9, 2017

Take a Moment and Be Inspired

Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some...

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May 4, 2017

Interpreting Benchmarks

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Recent Blogs:

  • Building the “Frictionless” Organization—an Interview with Bill Price
  • Forecasting the Contact Center Workload
  • Will the Fundamentals Change?
  • Stories from the Field: Improving the Service Process
  • Celebrate – often!

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