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Blog

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

Monthly Archives: September 2022

September 29, 2022

The Customer Experience Sixpack

Just as there are six flight characteristics essential to pilots (which they refer to as the “sixpack”), there are six dynamics essential to customer experience...

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September 22, 2022

Removing Barriers: Demotivators

When it comes to empowering employees to do their best, incentives, rewards, and other motivational tactics typically have limited impact. But you can implement strategies...

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September 16, 2022

Justifying Operational Budgets

When considering important aspects of justifying operational budgets— the funding you’ll need quarter after quarter, year after year — I recommend you use a toolkit...

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September 9, 2022

Customer Service Leadership: Understanding Customer Expectations

An essential part of customer service leadership is understanding what customers want. But what do they expect? And...

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September 1, 2022

Refocus on Customer Advocacy

Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. And you’ll...

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Recent Blogs:

  • Use a CX dashboard to cut through the clutter
  • Building the “Frictionless” Organization—an Interview with Bill Price
  • Forecasting the Contact Center Workload
  • Will Contact Center Fundamentals Change?
  • Stories from the Field: Improving the Service Process

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