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Blog

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

Yearly Archives: 2017

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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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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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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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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