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

Monthly Archives: May 2018

May 25, 2018

10 Causes of Inaccurate Forecasts (and How to Avoid Them)

Accurate workload forecasting is critical to contact center success. Recruiting, hiring, staffing and scheduling—virtually everything that goes into optimizing resources depends on having a good...

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May 23, 2018

Building a Culture of Engaged Employees

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May 18, 2018

Service Level: Realistic Targets, Taken Seriously

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level....

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May 15, 2018

The Power of One: Every Agent Matters

The power of one is among the most important principles for any agent to understand. This video shows the impact each person makes on service...

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May 10, 2018

Agent Performance Standards: Keep It Simple

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted...

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May 3, 2018

Improving ROI on Quality Monitoring

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