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

Monthly Archives: April 2018

April 27, 2018

Cultivating Effective Communication, Part 2

This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal...

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April 26, 2018

Cultivating Effective Communication, Part 1

Communication creates meaning and direction for people. When good communication is lacking, the symptoms are predictable: conflicting objectives, unclear values, misunderstandings, lack of coordination, confusion,...

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April 19, 2018

Maximize Contact Center Impact and Value

Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more...

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April 17, 2018

You’re Lookin’ (Too?) Good…

Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center...

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April 12, 2018

Motivation and Engagement: Your Leadership Matters

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April 4, 2018

Tighten Up Your AHT Projections

Average handling time, like the volume of contacts, must be incorporated into planning by the half hour. Assuming the same average handling time all day for...

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