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Blog

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

Monthly Archives: February 2022

February 22, 2022

Tell your customer’s story

In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience...

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February 17, 2022

Collecting structured and unstructured customer feedback

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be...

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February 9, 2022

Three Immutable Laws of Contact Centers

There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish...

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February 3, 2022

The biggest barrier to improving customer experience

Whether you lead a team, department, division, or organization, customer experience leadership has never been more important. The challenges of finding and keeping the right...

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Recent Blogs:

  • Building the “Frictionless” Organization—an Interview with Bill Price
  • Forecasting the Contact Center Workload
  • Will the Fundamentals Change?
  • Stories from the Field: Improving the Service Process
  • Celebrate – often!

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