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

Monthly Archives: June 2021

June 24, 2021

Two types of quality standards for employees

Aren’t there a million and one nuances you could focus on when establishing quality standards for customer service employees? So how do you even get...

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June 17, 2021

Practice seeing things from your customer’s perspective

The most successful leaders are uneasy with depending on data alone to tell them what’s happening. They take steps to put themselves in their customers’...

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June 9, 2021

Clarifying customer experience responsibilities

An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving...

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June 3, 2021

Employee Experience: The Cornerstone of Customer Experience

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the...

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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
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