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Blog

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

Monthly Archives: July 2020

July 30, 2020

Customer Expectations of Service Delivery

Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t...

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July 23, 2020

The Seven Essential Metrics in Times of Crisis

In May, I wrote an article for Smart Customer Service. The article describes seven metrics that every contact center should have. It also provides suggestions...

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July 16, 2020

Identifying Root Causes

Have you ever heard or been part of this conversation: I thought we fixed that problem, why are we talking about it again? Chances are,...

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July 10, 2020

How to Balance Service and Cost in the Contact Center

Back in December, I had the pleasure of being interviewed by Jeff Toister, a customer service consultant based in San Diego. The interview touched on...

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July 3, 2020

Enabling a Supporting Culture

Studies show a strong link between engaged employees and higher levels of productivity and profitability. In one example, Gallup found that companies ranked in the...

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Recent Blogs:

  • Are We There for Our Customers When They Need Us?
  • 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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