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Blog

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

Monthly Archives: September 2018

September 26, 2018

Tools for Your Next Team Meeting

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can...

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September 20, 2018

The Nature of Contact Center Work

People who are new to contact centers are often surprised at how different they are compared to other work environments. The workload is so variable...

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September 14, 2018

12 Principles for Building Profitable Customer Relationships

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately,...

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September 7, 2018

TEDx Talk: Thriving in an Always-on World

September is in full swing and for many of us that means the beginning of another busy season. How do you stay connected with family,...

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September 5, 2018

Reinforce the “Power of One”

Here are some of the steps organizations are taking to reinforce the power of one. Think through how you could approach them with your customer...

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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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