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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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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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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 5, 2022

Want to improve customer service? Look at your processes

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and...

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April 7, 2022

A Structured Approach to Customer Advocacy

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it. Whether you’re developing...

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March 23, 2022

Managing customer feedback in real time

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers...

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March 10, 2022

Want engaged employees? Create a supporting culture

In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always...

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February 22, 2022

Tell your customer’s story

In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience...

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February 9, 2022

Three Immutable Laws of Contact Centers

There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish...

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January 26, 2022

Prioritizing service improvements

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources...

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January 11, 2022

Calculating referred customer value

Customers who are referred to a business tend to spend more than customers who come in from marketing. As one marketing professional put it to...

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December 17, 2021

The importance of effective service strategy

Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging...

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December 2, 2021

Alternatives – and cautions – when measuring quality

Why is it that professional sports teams put so much focus on tracking statistics? They...

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Recent Blogs:

  • Do your goals and metrics foster employee engagement?
  • Quality standards that align with customer experience
  • Justifying Your Customer Service Budget
  • Create a Specific, Compelling Vision
  • Build the right skills, knowledge, and leaders

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