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

Monthly Archives: January 2020

January 23, 2020

Quality Standards: As many as you need, but as few as possible

Can you have too much of a good thing? Well that can certainly be true...

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January 16, 2020

Time-Tested Tips for Handling Tough Contacts

How equipped are your agents for those situations when something is going wrong? When customers are clearly upset? Here are some time-tested tips: If your...

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January 9, 2020

Employee Engagement: A Key Metric in All Service Environments

Employee engagement should be a key metric in all service environments. Research shows that employee...

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January 8, 2020

GM Leverages AI in Social Customer Care

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM...

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January 2, 2020

Contact Center Scheduling Can Be Creative and Collaborative

It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center...

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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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