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

Monthly Archives: October 2017

October 26, 2017

Ensuring Quality Standards Count

How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are...

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October 24, 2017

Does Your Executive Team Understand Staffing Tradeoffs?

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource...

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October 19, 2017

Skills-Based Routing: 5 Common Problems You Can Avoid

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October 9, 2017

The Measures Every Contact Center Should Have

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant...

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October 6, 2017

Cultivating a Customer-Focused Culture

The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers....

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October 3, 2017

12 Principles for Building Profitable Customer Relationships

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately,...

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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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