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

Monthly Archives: November 2018

November 28, 2018

The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that...

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November 15, 2018

Skills-Based Routing: 5 Common Problems You Can Avoid

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November 14, 2018

The Best-Managed Contact Centers: #2 – They Have a Supporting Culture

Characteristic #2: They Have a Supporting Culture  Culture — the inveterate principles or values of...

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November 8, 2018

Traits of Successful Customer Advocacy Initiatives

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have...

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November 1, 2018

The Best-Managed Contact Centers: #1 – They Produce High Levels of Value

In some organizations, you can feel the energy as soon as you walk in the...

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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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