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Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.
July 12, 2013
Agent Group Structure
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July 5, 2013
Creating a Customer Access Strategy
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June 28, 2013
First Call Resolution
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June 21, 2013
Top Trends in Technology
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June 14, 2013
Building a More Effective Organization
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June 7, 2013
The Secret to a Great Customer Service Operation
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May 31, 2013
Is the Customer Always Right?
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May 24, 2013
Best Advice I Have Ever Given
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May 17, 2013
Customer Expectations
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May 10, 2013
Supporting Every Channel of Communication
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May 3, 2013
Empowerment is Not Enough
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April 26, 2013
Acquiring the Right Data
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