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Blog

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

Monthly Archives: January 2023

January 24, 2023

Building the “Frictionless” Organization—an Interview with Bill Price

Bill Price is a longtime friend and industry colleague in the customer service space. Bill...

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January 19, 2023

Forecasting the Contact Center Workload

Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Workload is what leads to how many agents...

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January 12, 2023

Will the Fundamentals Change?

The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and services are provided and supported....

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January 4, 2023

Stories from the Field: Improving the Service Process

Focusing on improvements at the process level is so powerful. I once did some work for a company that provides software packages for businesses, and I spent some time...

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Recent Blogs:

  • Building the “Frictionless” Organization—an Interview with Bill Price
  • Forecasting the Contact Center Workload
  • Will the Fundamentals Change?
  • Stories from the Field: Improving the Service Process
  • Celebrate – often!

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