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Blog

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

Monthly Archives: August 2020

August 26, 2020

Understanding What Motivates Your Team

I’m going to say something that may be a surprise. You will not, now or ever, be able to motivate your team. It’s not going...

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August 20, 2020

Improving Performance: Two Types of Standards

The cornerstone of an effective quality observation process is documenting specific, observable behaviors and tailoring coaching accordingly. An effective way to consider performance (quality) standards...

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August 13, 2020

Using Strategy to Guide Decisions and Direction

Organizations that consistently use their strategies to help guide decisions tend to go from strength to strength. They make better decisions and then have a...

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August 6, 2020

Make Your Customer Access Strategy Uniquely Yours

What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours...

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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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