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Blog

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

Monthly Archives: September 2017

September 28, 2017

7 Suggestions for Improving Schedule Adherence

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September 26, 2017

10 Things Senior Leaders Should Know About Contact Centers

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill...

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September 22, 2017

Boosting the Strategic Value of Customer Interactions

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization....

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September 21, 2017

Managing a Contact Center: The Immutable Laws

For contact centers to deliver great service they need to get the right resources in the right places at the right times. This is no...

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September 19, 2017

Strategy Drives Structure

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...

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September 13, 2017

Always Connected: Blessing or Curse? (Brad’s TEDx Talk)

Is being “always connected” a blessing or a curse? Are you in charge or a slave to your smartphone? This TEDx Talk covers three principles...

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September 7, 2017

Adherence to Schedule Tips

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to...

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September 1, 2017

5 Secrets of Accurate Scheduling in Today’s Contact Center

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