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Blog

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

Yearly Archives: 2018

December 19, 2018

Aligning the Organization to Deliver the Best Possible Customer Experience

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December 13, 2018

The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations

One of the most critical — and difficult — aspects of managing a contact center...

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December 4, 2018

Make the Required Investments to Support Your Customer Service Strategy

Ensuring that your organization is making required investments is an essential step in developing your...

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November 28, 2018

The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that...

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November 15, 2018

Skills-Based Routing: 5 Common Problems You Can Avoid

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November 14, 2018

The Best-Managed Contact Centers: #2 – They Have a Supporting Culture

Characteristic #2: They Have a Supporting Culture  Culture — the inveterate principles or values of...

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November 8, 2018

Traits of Successful Customer Advocacy Initiatives

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have...

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November 1, 2018

The Best-Managed Contact Centers: #1 – They Produce High Levels of Value

In some organizations, you can feel the energy as soon as you walk in the...

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October 26, 2018

How to Meet Changing Customer Expectations

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October 24, 2018

How to Boost Your Contact Center’s Value to the Organization

Contact centers have enormous potential to provide departments across the organization with valuable insight and...

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October 17, 2018

Putting Yourself in Your Customers’ Shoes

Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as...

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October 11, 2018

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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Recent Blogs:

  • From Troubadour to Catalyst: How Stories Drive Change in Customer Experience
  • The Power of Meaningful Work in Customer Service
  • 7 Characteristics of Customer Advocacy: A Self-Assessment
  • Managing Perceptions When Capacity Is Limited
  • Four Words That Changed My Views

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