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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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September 22, 2023

A CX Goal: Universal Participation in Product and Service Innovation

The world is changing, customer expectations are evolving so innovation is the heartbeat of customer...

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September 8, 2023

Don’t Guess at Staffing: Proven Methods for Your Contact Center

How many people do you need to handle the customer workload on a Monday morning...

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August 25, 2023

Stories from the Field: Aligning Service and Mission

Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1...

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August 11, 2023

Use Metrics and Analysis to Drive Innovation

Metrics are not just there to report past activity. They can and should be used to help identify priorities and initiatives that will drive improvements....

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July 27, 2023

Building Trust and Empowerment with Customer-Focused Coaching

Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately,...

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July 13, 2023

Counting What Counts: Pitfalls of Service Metrics in Customer Service

In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William...

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June 23, 2023

Engaging with Customers Who Are Brand Promoters

Customers who are active promoters are demonstrative and outgoing about your brand. They’re eager sharers. They converse with you and appreciate and expect recognition in return. They convince others...

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June 8, 2023

Acting on Feedback: 8 Criteria to Determine What Actions to Take

When talking about their feedback system, Emily Weiss, founder and CEO of the fast-growing beauty company,...

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May 18, 2023

The Power of Meaningful Work in Customer Service

For years, a well-known company had high turnover in their customer service department. Customer ratings were low and employees jumped at any chance to move to other jobs. This...

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April 28, 2023

Managing Perceptions When Capacity Is Limited

What do you do if customer demand outstrips supply? What if there are more customers than the capacity that you have? After all, you can’t add more seats...

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April 12, 2023

Evaluating CX Improvement Initiatives

How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is...

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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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Recent Blogs:

  • A CX Goal: Universal Participation in Product and Service Innovation
  • Customer Experience Transformation: Failure Is Not an Option
  • Don’t Guess at Staffing: Proven Methods for Your Contact Center
  • Future-Proof Your AI-Powered Customer Service
  • Stories from the Field: Aligning Service and Mission

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