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Blog

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

Tag Archives: multichannel

January 8, 2020

GM Leverages AI in Social Customer Care

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM...

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September 19, 2019

Contact Center Future Shock: Channels May Become Part of Our Past

Recently, I was reminded of this brief interview that I recorded with Jim Rembach of...

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October 3, 2018

Communicating Access Alternatives to Customers

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June 28, 2018

Contact Center Future Shock: Channels May Become Part of Our Past

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in...

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February 28, 2017

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always...

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October 25, 2016

Building Brand Engagement with Multichannel Services

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January 26, 2016

Staffing for Mobile

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January 14, 2016

5 Secrets of Accurate Scheduling in Today’s Contact Center

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December 22, 2015

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an...

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December 15, 2015

Encouraging Customers to Use Self-Service Channels

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October 29, 2015

The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink...

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September 22, 2015

Understanding Contact Drivers

(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements...

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Recent Blogs:

  • Use a CX dashboard to cut through the clutter
  • Building the “Frictionless” Organization—an Interview with Bill Price
  • Forecasting the Contact Center Workload
  • Will Contact Center Fundamentals Change?
  • Stories from the Field: Improving the Service Process

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