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

Monthly Archives: February 2020

February 27, 2020

Removing Barriers to Employee Motivation and Engagement

Incentives, rewards, and other motivational tactics rarely work for long or have limited impact, but you can implement strategies that knock down barriers to great...

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February 20, 2020

Customer Access Strategy as Playbook

Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University...

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February 14, 2020

Customer Service Strategy: Avoid Common Pitfalls

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point....

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February 4, 2020

The Contact Center’s Role in Building Self-Service

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can...

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Recent Blogs:

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  • 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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