Category Archives: Videos
Always Connected: Blessing or Curse? (Brad’s TEDx Talk)
Is being “always connected” a blessing or a curse? Are you in charge or a slave to your smartphone? This TEDx Talk covers three principles...
Read More >>>Improving ROI on Quality Monitoring
Keeping Up with Customer Service Developments
5 Secrets of Accurate Scheduling in Today’s Contact Center
eCornell Videos: For the First Time Ever, the Customer Is in Control
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s...
Read More >>>eCornell Videos: Anticipating Customer Needs
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fourth of five videos. You can view the first...
Read More >>>eCornell Videos: Empowering Agents with the Right Information and Training
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s...
Read More >>>eCornell Videos: Retaining the “Right” Customers
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the second of five videos. You can view the first...
Read More >>>eCornell Videos: Delivering Consistent Service
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the first of five videos.
Read More >>>Building Brand Engagement with Multichannel Services
Building a Customer Service Ecosystem
Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components...
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