Sophia Harne - Brad Cleveland

The Contact Center as a System of Causes

by Sophia Harne | Jun 19, 2024 | Contact Center, Customer Experience, Customer Service, LinkedIn Learning

Thinking about how to improve the quality and productivity of your contact center can be overwhelming. There are so many components that make up the environment it can be hard to know where to start! To learn how to improve contact center management, we first have to...

Rallying Support for Customer Experience Investments

by Sophia Harne | Jun 5, 2024 | Customer Experience, Customer Service, Leadership, LinkedIn Learning

An essential step in building momentum and being an effective customer experience leader is making the case for ongoing funding and specific investments. I encourage you to build a cost-benefit toolkit, a repertoire of methods you can draw from to provide an accurate...

4 Essentials for Contact Center Success: The Best Days Are Ahead!

by Sophia Harne | May 24, 2024 | AI, Contact Center, Customer Experience, Customer Service, Organization and Culture, Quality Management, Research/Statistics, The Edge of Service, Uncategorized

Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended with a bold prediction: for contact centers and for those of us who are part of them, the best days are ahead. To read more about why I think this is the case, click here. The best...