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Blog

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

Category Archives: Multi-channel Support

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September 29, 2023

How to Leverage Your AI-Powered Customer Support Strategy

When jumping into artificial intelligence, many organizations inventory what they’re doing now and look for opportunities to automate. This fixed-pie thinking can be limiting out...

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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 31, 2023

Future-Proof Your AI-Powered Customer Service

AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do...

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August 3, 2023

What Is Good Service? Customer Perceptions Keep Changing

The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good...

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June 1, 2023

How Generative AI Will Transform Contact Centers and Shape Your Career

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center...

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March 24, 2023

Are We There for Our Customers When They Need Us?

CXM Today recently interviewed me for their publication. We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior...

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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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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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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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November 11, 2021

The Pros and Cons of Virtual Queues

Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times...

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February 4, 2020

The Contact Center’s Role in Building Self-Service

Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can...

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Recent Blogs:

  • How to Leverage Your AI-Powered Customer Support Strategy
  • 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

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