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Blog

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

February 1, 2023

Use a CX dashboard to cut through the clutter

The disciplines of customer experience and employee experience wouldn’t exist without access to large amounts of data. That includes, increasingly, the insights generated by artificial...

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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 Contact Center 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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December 22, 2022

Celebrate – often!

Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers...

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December 16, 2022

10 Components of a Customer Access Strategy

Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact...

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December 9, 2022

Customer Advocacy: The Secret Sauce

There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s...

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December 1, 2022

5 Secrets to Quality Service

I’ve seen organizations achieve every level of success. Some top their industry in customer loyalty, and they enjoy the strong business results that come with it. Others struggle as...

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November 18, 2022

Who are your innovators?

I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus,...

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November 10, 2022

Great customer experiences happen by design

Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what...

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November 3, 2022

Essential Metrics for the Service Operation

There are many variables in customer service and different perspectives of what’s important. What should you focus on? We’ve found there are seven key aspects of service that should always...

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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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