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Blog

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

Category Archives: Self-service

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April 1, 2022

Drive Innovation with Convenience Design

One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing...

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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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May 8, 2019

Thoughts on Customer Experience, Agent Skills and Artificial Intelligence

The ICMI Contact Center Expo in Fort Lauderdale, Florida is coming up quickly from May...

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April 16, 2019

Insight on Bots, Human Agents and the Future of Customer Service

Recently, I was interviewed by Convo, a publication of NewVoiceMedia. The focus of the interview...

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August 22, 2017

The Contact Center’s Role in Building Self-Service Channels

Many organizations are learning firsthand that contact centers can play a central role in encouraging...

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February 1, 2017

Encouraging Customers to Use Self-Service

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October 25, 2016

Building Brand Engagement with Multichannel Services

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September 21, 2016

The Contact Center’s Role in Building Self-Service Channels

Many organizations are learning firsthand that contact centers can play a central role in encouraging...

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June 2, 2016

Four Keys to Retaining Millennial Customers

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry,...

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December 15, 2015

Encouraging Customers to Use Self-Service Channels

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October 8, 2015

Helping Customers Serve Themselves

Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52%...

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May 8, 2015

Multichannel Contact Centers, by the Numbers

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage...

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