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Blog

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

Tag Archives: leadership

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 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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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 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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March 10, 2022

Want engaged employees? Create a supporting culture

In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always...

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February 3, 2022

The biggest barrier to improving customer experience

Whether you lead a team, department, division, or organization, customer experience leadership has never been more important. The challenges of finding and keeping the right...

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December 30, 2021

3 Surprising Facts About Customer Experience

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs,...

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December 17, 2021

The importance of effective service strategy

Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging...

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November 23, 2021

Good Governance Boosts Customer Experience Innovation

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound...

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November 17, 2021

Ensuring service metrics are SMART

Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair,...

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Recent Blogs:

  • Quality standards that align with customer experience
  • Justifying Your Customer Service Budget
  • Create a Specific, Compelling Vision
  • Build the right skills, knowledge, and leaders
  • A Humbling Lesson in Customer Experience

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