Breaking the Ice Episode #13: What We Shared at the 2017 ICMI Conference
Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. In this episode […]
Continue reading »Category: Breaking the Ice
Breaking the Ice Episode #12: Icebreakers and Karaoke
Episode #12 is here and it’s a fun one. In this one, we get a little silly as we sing a few bars of the […]
Continue reading »
Breaking the Ice Episode #11: Boosting Morale with Nate Brown
Finally, Breaking the Ice goes to 11 — and we’re so happy to break the ice with our always-best-dressed friend, Nate Brown. Nate is Director […]
Continue reading »
Breaking the Ice Episode #10: Listening to the Voice of the Customer
And we’ve officially broken the ice 10 times! In Episode #10 we’re so excited to be joined by our friend Ben Motteram, the CXpert. This […]
Continue reading »
Breaking the Ice Episode #9: Our Favorite Customer Service Metrics
It’s here! Episode #9 of Breaking the Ice is a good one. In this episode, you’ll learn some juicy information about Jenny and I. First, […]
Continue reading »
Breaking the Ice Episode #8: When the Queue Goes Wild
If you’ve worked in a contact center, you know the feeling. The customer service queue has gone crazy and there aren’t enough available reps to […]
Continue reading »
Breaking the Ice Episode #7: Improving Customer Service Quality with Jeremy Hyde
We are so pleased to bring Episode #7 of Breaking the Ice to you. In this episode we welcome Jeremy Hyde, Customer Service and Vendor […]
Continue reading »
Breaking the Ice Episode #6: The Service Culture Handbook with Jeff Toister
Episode 6 of Breaking the Ice is here and we’re so excited to be joined by Jeff Toister, our good friend and author of the […]
Continue reading »
Breaking the Ice Episode #5: Tips for Attending an ICMI Conference with Erica Marois
In this, our latest episode of Breaking the Ice, I’ve come to the stunning realization that we have yet to format our title slide the […]
Continue reading »
Breaking the Ice Episode #4: Social Media Customer Service with Al Hopper
In this episode of Breaking the Ice, we welcome a very special guest. Al Hopper is the Co-Founder and COO at SocialPath Solutions and he joined […]
Continue reading »