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Blog

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

Monthly Archives: April 2022

April 28, 2022

From Contact Center to “Insight Center”

Lutron, a global electronics company, is a major player in the Internet of things (Iot) and connected home markets. Products include control systems for lighting,...

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April 21, 2022

Service Metrics for Accessibility and Quality

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with...

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April 14, 2022

The best way to improve employee engagement

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step...

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April 7, 2022

A Structured Approach to Customer Advocacy

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it. Whether you’re developing...

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April 1, 2022

Drive Innovation with Convenience Design

One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing...

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Recent Blogs:

  • From Troubadour to Catalyst: How Stories Drive Change in Customer Experience
  • The Power of Meaningful Work in Customer Service
  • 7 Characteristics of Customer Advocacy: A Self-Assessment
  • Managing Perceptions When Capacity Is Limited
  • Four Words That Changed My Views

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