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

Tag Archives: supervisors

April 26, 2016

The Essential Role of Today’s Front Line Managers

Rewind the clock about ten years, and you’d find top level managers in many organizations, along with most industry pundits, predicting that front line managers...

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April 16, 2015

The Changing Role of Supervisors

Studies from ICMI and others suggest there are more supervisors today – proportionally and in real numbers – than ever. With today’s developments – emerging...

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