Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation...
Read More >>>Category Archives: The Edge of Service
What’s Happening with Contact Center Workload?
What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted...
Read More >>>4 Essentials for Contact Center Success: The Best Days Are Ahead!
Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended...
Read More >>>Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever
Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine...
Read More >>>Future-Proof Your AI-Powered Customer Service
AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do...
Read More >>>How Generative AI Will Transform Contact Centers and Shape Your Career
The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center...
Read More >>>What Do Customer Service Leaders Need to Know About Customer Queues?
Queues are something we would all rather avoid. Yet, as customers, there we are standing...
Read More >>>Refocus on Customer Advocacy
Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. And you’ll...
Read More >>>Controlling Contact Center Costs—the Right Way
With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can...
Read More >>>A Humbling Lesson in Customer Experience
One of my first jobs was working for a company that provided business communications systems—telephone and computer systems. My usual task was to run cable....
Read More >>>The best way to improve employee engagement
When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step...
Read More >>>Customer Experience ROI: Risks of Inaction
One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks...
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