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Blog

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

Monthly Archives: May 2020

May 29, 2020

Knowing Your Customers

How do you know what a customer needs? If you mention customer advocacy and pose that question many executives will say, “Well they tell us,...

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May 22, 2020

Guidance for Customers

During a time when customer service wait times are longer than usual, here’s a short broadcast that played in local TV markets:

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May 14, 2020

Developing – or Reconsidering – Your Service Strategy

In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your...

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May 6, 2020

What to Say to Angry Customers

With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. It takes practice to find ways to ensure your impact...

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Recent Blogs:

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  • 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

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