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Blog

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

Category Archives: LinkedIn Learning

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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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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 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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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 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 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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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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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 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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September 9, 2022

Customer Service Leadership: Understanding Customer Expectations

An essential part of customer service leadership is understanding what customers want. But what do they expect? And...

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August 19, 2022

The First Pillar of Customer Experience

To deliver great experiences, we need to know where we’re going as an organization and what our goals are. The first pillar of customer experience is vision.  This...

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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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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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