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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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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