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Blog

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

Category Archives: Call Center

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March 16, 2023

Be Bold in Doing What’s Right

When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit...

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March 9, 2023

Can agents get work done between customer contacts?

I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team...

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March 3, 2023

6 Traits of a Customer-Focused Culture

I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long,...

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February 23, 2023

Employee Engagement: The Key Driver and 4 More

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement?  As it turns out the key driver is purpose. Watch this...

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February 16, 2023

A “safe” CX strategy may be dangerous

You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business...

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February 10, 2023

Listening to the Voice of the Customer

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and...

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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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Recent Blogs:

  • 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
  • A “safe” CX strategy may be dangerous

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