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

Monthly Archives: March 2018

March 29, 2018

Common Pitfalls in Service Metrics

“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though...

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March 28, 2018

Traits of Engaged Employees

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to...

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March 22, 2018

Interpreting Benchmarks

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March 20, 2018

Putting Abandonment in Perspective

In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what...

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March 13, 2018

Bring Quality Standards to Life with Calibration and Coaching

Quality standards come to life when they guide behavior and enable us to deliver consistent...

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March 7, 2018

Strengthen Ties Across the Organization

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties....

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March 5, 2018

Boosting the Strategic Value of Your Customer Service Operation

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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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