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Blog

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

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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July 29, 2022

Controlling Contact Center Costs—the Right Way

With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can...

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July 22, 2022

Measuring Individual Performance in a Customer Contact Center

Measuring individual performance is a topic that has long been controversial. Performance measures are usually tied to...

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July 15, 2022

Important Lessons for Leveraging Technology

With a clear vision and sound processes, the right technology solutions tend to come into focus. Some improvements will be incremental—small wins here and there—and...

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July 7, 2022

Developing Your Service Strategy

Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy...

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June 30, 2022

Do your goals and metrics foster employee engagement?

This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of...

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June 21, 2022

Quality standards that align with customer experience

Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to...

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June 9, 2022

Justifying Your Customer Service Budget

There are several important aspects of how to justify your customer service budget. You’ll want to use analysis you’ve done on the cost of poor...

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June 2, 2022

Create a Specific, Compelling Vision

A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. Vision can take many...

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May 26, 2022

Build the right skills, knowledge, and leaders

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many...

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May 20, 2022

A Humbling Lesson in Customer Experience

One of my first jobs was working for a company that provided business communications systems—telephone and computer systems. My usual task was to run cable....

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Recent Blogs:

  • Customer Journey Mapping Tips
  • Innovation is the heartbeat of customer experience 
  • Controlling Contact Center Costs—the Right Way
  • Measuring Individual Performance in a Customer Contact Center
  • Important Lessons for Leveraging Technology

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