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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

July 15, 2022

Important Lessons for Leveraging Technology

With a clear vision and sound processes, the right technology solutions tend to come into focus. Some improvements will be incremental—small wins here and there—and...

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July 7, 2022

Developing Your Service Strategy

Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy...

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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 21, 2022

Quality standards that align with customer experience

Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to...

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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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May 26, 2022

Build the right skills, knowledge, and leaders

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many...

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May 20, 2022

A Humbling Lesson in Customer Experience

One of my first jobs was working for a company that provided business communications systems—telephone and computer systems. My usual task was to run cable....

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May 12, 2022

Gathering Frequent Employee Feedback

The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people...

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May 5, 2022

Want to improve customer service? Look at your processes

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and...

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April 28, 2022

From Contact Center to “Insight Center”

Lutron, a global electronics company, is a major player in the Internet of things (Iot) and connected home markets. Products include control systems for lighting,...

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April 21, 2022

Service Metrics for Accessibility and Quality

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with...

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April 14, 2022

The best way to improve employee engagement

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step...

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Recent Blogs:

  • Building the “Frictionless” Organization—an Interview with Bill Price
  • Forecasting the Contact Center Workload
  • Will the Fundamentals Change?
  • Stories from the Field: Improving the Service Process
  • Celebrate – often!

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