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Blog

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

Monthly Archives: June 2017

June 27, 2017

Revisiting Your Service Level Objectives

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June 23, 2017

Agent Performance Standards: Keep It Simple

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted...

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June 16, 2017

Building a Culture of Engaged Employees

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June 14, 2017

10 Causes of Inaccurate Forecasts (and How to Avoid Them)

Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good...

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June 9, 2017

Motivation and Engagement: Your Leadership Matters

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June 6, 2017

5 Secrets to Better Scheduling Results

The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for...

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June 2, 2017

7 Rules of the Road for Recruiting and Hiring

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Recent Blogs:

  • 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
  • A “safe” CX strategy may be dangerous

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