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Blog

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

Tag Archives: Contact Center Management on Fast Forward

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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January 12, 2023

Will Contact Center Fundamentals Change?

The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and services are provided and supported....

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October 27, 2022

Leveraging customer interactions to provide strategic value

Any part of the organization that interacts directly with customers has the potential to create...

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August 25, 2022

Service Level from the Perspective of Customers

For service level to have meaning, you must view it over an appropriate time frame. Daily service level reports often conceal important information. Service level...

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April 22, 2021

Principle #7: Skills, Knowledge and Leadership Make the Difference

What’s the real secret to improving performance? Build the skills, knowledge and leadership in your...

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March 17, 2021

Principle #6: Improvements Must Be Ongoing

You face many choices when deciding where and how to improve the customer experience. And possibilities multiply when analyzing customer data from sources that range...

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November 6, 2020

Build Customer Expectations into Plans and Direction

Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can...

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September 3, 2020

The Stay Interview: A Powerful Retention Tool

The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace...

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August 6, 2020

Make Your Customer Access Strategy Uniquely Yours

What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours...

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June 23, 2020

Empower Your Workforce to Fix Things for Customers

Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the...

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March 11, 2020

Building a Cohesive Virtual Team

Information and communications technologies have created organizations that span geography and time. Multi-site environments, cross-functional teams, and extended-hour or 24/7 operations are common contact center...

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February 20, 2020

Customer Access Strategy as Playbook

Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University...

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Recent Blogs:

  • 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
  • A “safe” CX strategy may be dangerous

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