Thoughts on Serving Ungrateful Customers
Have you ever assisted a customer and you really, really wanted to find a solution for them? Yes, I know in customer support our goal […]
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The Anatomy of an Effective Contact Center One-on-One Conversation
Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential […]
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Why Contact Center Quality Assurance Matters
Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as […]
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Features, Bugs, Insights and the Art of Solving Customer Problems
It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about […]
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Response Etiquette for Public Customer Comments
Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or […]
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The 5 Essential Behaviors Before Concluding Customer Interactions
Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team […]
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Angry Feedback is Still Valuable Feedback
We’ve had a certain lingering bug for a long, long time. We suspected that a bug existed in our system because customers often complained about […]
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4 Lessons I Learned After Being Laid Off
Going through a layoff can be really tough and emotional. Personally, when I got laid off, it shook my confidence, tested my resilience, and left […]
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From Junk to Gems: The Connection Between #CX and Furniture Flipping
In a world where “out with the old, in with the new” often prevails, furniture flipping stands as a testament to the transformative power of […]
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Puppies, Guest Requests, and FreshDesk: A Tale of Streamlining Puppy Parties
Who doesn’t love adorable puppies at special events? I’m thrilled to be a volunteer with The Animal Pad’s Puppy Party Program where we bring rescue puppies […]
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