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Blog

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

Category Archives: Organization and Culture

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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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December 9, 2022

Customer Advocacy: The Secret Sauce

There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s...

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December 1, 2022

5 Secrets to Quality Service

I’ve seen organizations achieve every level of success. Some top their industry in customer loyalty, and they enjoy the strong business results that come with it. Others struggle as...

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November 18, 2022

Who are your innovators?

I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus,...

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November 10, 2022

Great customer experiences happen by design

Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what...

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July 29, 2022

Controlling Contact Center Costs—the Right Way

With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can...

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July 22, 2022

Measuring Individual Performance in a Customer Contact Center

Measuring individual performance is a topic that has long been controversial. Performance measures are usually tied to...

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June 30, 2022

Do your goals and metrics foster employee engagement?

This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of...

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June 2, 2022

Create a Specific, Compelling Vision

A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. Vision can take many...

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Recent Blogs:

  • Are We There for Our Customers When They Need Us?
  • 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

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