4 Internal Customer Support Practices for the Modern Contact Center
This article was originally published on CustomerThink and is being reposted with the permission of the editor. Thinking back to the early days of my […]
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Why I’ve remained loyal to my hair stylist
I’ve been seeing my hair stylist, Andrea Spurdle at Citizen Salon in Oceanside, CA, for almost 3 years. I look forward to getting my hair […]
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The Way It’s Always Been Done
I’ve never really considered myself a “reptile person.” On those occasions where I’ve encountered snakes while hiking or working in the yard, I always jump […]
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Optimizing Self-Service: 4 Lessons Learned from Our Chatbot Journey
This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a […]
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5 things I learned from taking bereavement leave
My dad died on a Saturday in March 2022. An expected, yet unexpected, passing, I learn in the hospital that I am listed as his […]
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It’s ok to not face your fears
I didn’t want to dive for the baseball. While I’m not necessarily out of shape, I am not what you’d call “athletic” when it comes […]
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Sometimes you win and sometimes you learn
My kids have this sign hanging in their room that says “Sometimes you win and sometimes you learn.” I’m pretty sure it’s just a cheesy […]
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Adapting expectations for yourself and your customers
In the summer of 2021, I start planning a vacation to Hawaii. Counting down the days, it finally arrives. My first actual vacation since February […]
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How customer testimonial videos impact your VoC program
I just upgraded my iPhone from an 8 to the 13 Pro. I actually went into the store to make the change. Old school, I […]
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Striking the Right Balance as a Customer Service Leader
As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on […]
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