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

Monthly Archives: November 2021

November 23, 2021

Good Governance Boosts Customer Experience Innovation

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound...

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November 17, 2021

Ensuring service metrics are SMART

Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair,...

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November 11, 2021

The Pros and Cons of Virtual Queues

Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times...

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November 5, 2021

Cross-functional benefits of customer advocacy

Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the...

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Recent Blogs:

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  • Forecasting the Contact Center Workload
  • Will the Fundamentals Change?
  • Stories from the Field: Improving the Service Process
  • Celebrate – often!

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