Customer Service Life Updates – April 2022
One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in […]
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Tags in Your Ticketing System: How, Why, and When to Use Them
In a world of social media, especially Instagram, I fear that we’ve fallen into a belief that more hashtags is better. Think about the last […]
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5 Lessons Learned While Attempting to Boost Contact Center Productivity
This article was originally published on CustomerThink and is being republished with the permission of the editor. I’ve come to the realization recently after seeing […]
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3 Practical Ways Your Customer Support Team Can and Should Listen to Customers
This article was originally published on CustomerThink and is being reposted with permission from the editor. I was recently thinking about certain practices we talk […]
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6 Questions to Assess Your Contact Center’s Readiness to Identify Customer-Impacting Issues
This article was originally published on CustomerThink and is being reposted with permission from the editor. A customer contacts us with an apparent product issue. […]
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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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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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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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Your customer service “Oh Sh*t Kit”
Planning the bachelorette party for a dear friend, I knew that “Oh Sh*t Kits” are a must to include for the bride tribe. In each […]
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