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Blog

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

Monthly Archives: June 2022

June 30, 2022

Do your goals and metrics foster employee engagement?

This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of...

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June 21, 2022

Quality standards that align with customer experience

Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to...

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June 9, 2022

Justifying Your Customer Service Budget

There are several important aspects of how to justify your customer service budget. You’ll want to use analysis you’ve done on the cost of poor...

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June 2, 2022

Create a Specific, Compelling Vision

A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. Vision can take many...

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Recent Blogs:

  • Are We There for Our Customers When They Need Us?
  • 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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