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Blog

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

Monthly Archives: June 2018

June 28, 2018

Contact Center Future Shock: Channels May Become Part of Our Past

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in...

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June 26, 2018

The Power of Brand Advocacy

Do you know who your company’s brand advocates are? Do you recognize and engage with them? If you answered no to these questions, you may...

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June 20, 2018

Common Causes of Employee 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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June 13, 2018

7 Rules of the Road for Recruiting and Hiring

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June 6, 2018

Transform Knowledge into Intelligence and Support

As a primary customer touchpoint, the contact center has enormous potential to provide other business units with valuable intelligence and support. This can include input...

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June 1, 2018

Prioritizing Service Improvements

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources...

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Recent Blogs:

  • 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
  • A “safe” CX strategy may be dangerous

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