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Blog

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

Monthly Archives: August 2017

August 30, 2017

Common Causes of Turnover

Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred...

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August 25, 2017

Keeping Up with Customer Service Developments

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August 22, 2017

The Contact Center’s Role in Building Self-Service Channels

Many organizations are learning firsthand that contact centers can play a central role in encouraging...

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August 18, 2017

Empowering Employees to Be Customer Advocates

Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses...

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August 16, 2017

New Technology: Leadership Is Essential

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach,...

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August 11, 2017

Customer Strategy and Management Podcasts

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics...

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August 9, 2017

Make the Most of Changing Customer Expectations

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are...

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August 3, 2017

5 Secrets to Quality Service

Recently, I recorded the Lynda.com course “Quality Standards in Customer Service.” Here is an excerpt from that course on five secrets to quality service. If...

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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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