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Blog

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

Monthly Archives: August 2022

August 25, 2022

Service Level from the Perspective of Customers

For service level to have meaning, you must view it over an appropriate time frame. Daily service level reports often conceal important information. Service level...

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August 19, 2022

The First Pillar of Customer Experience

To deliver great experiences, we need to know where we’re going as an organization and what our goals are. The first pillar of customer experience is vision.  This...

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August 10, 2022

Customer Journey Mapping Tips

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward,...

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August 4, 2022

Innovation is the heartbeat of customer experience 

The world is changing and customer expectations are evolving so innovation is the heartbeat of customer experience. Innovation’s a cool word but at its heart is...

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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
  • A “safe” CX strategy may be dangerous

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