Blog > This fast-growing and popular blog provides insights, observations and tips on customer service trends and topics.

 Newsletter > Brad’s critically-acclaimed newsletter, The Edge of Service®, is a conversation on the organizations, people, and technologies redefining service delivery. Free, delivered by email. Customer Queue Calculator > The Customer Queue Calculator provides data on queue behavior given staffing levels, desired service level and average handling time of customer interactions. Glossaries > Here you’ll find glossaries that define the terminology, acronyms, and abbreviations used in customer experience leadership and contact center management. Tools > These worksheets, example journey maps, and ROI toolkit are tools that can help propel your team into action. Statistics > This compilation of customer experience and contact center statistics summarizes important research for customer service professionals.

 In The News > These articles are written by and about Brad on a variety of customer experience and service topics.

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