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Blog

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

Monthly Archives: October 2022

October 27, 2022

Leveraging customer interactions to provide strategic value

Any part of the organization that interacts directly with customers has the potential to create...

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October 21, 2022

The Power of Brand Advocates

Customers are advocates when they positively promote your products and brand. Brand advocates, as they’re often called, bring much value to the organization. The benefits of customer advocates...

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October 14, 2022

The Psychology of Queues

Queues are a fact of life—especially now, given staffing shortages and growing workloads in many organizations. All contact centers—even emergency services—queue customers some of the...

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October 7, 2022

Managing Customer Feedback: A Self-Assessment

Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach? This video, from my...

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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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