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 you ensure your organization is keeping up? Or better yet, how do you lead the charge? I recently...
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 Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us. Generative AI is taking the world...
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 in line at the grocery store, in the airport, getting coffee, on the phone with customer support. Queues are everywhere. If you’re responsible for customer service, managing them...
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 see, there are two parts to it: Customer advocacy consists of 1) the actions...