5 Ways Leaders Can Inspire a Culture of Service
This article was first published as a featured contribution on the ICMI blog on January 30, 2018. Click here to read the original. Right out […]
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Are You Using Your Resources?
This article was originally published on the FCR blog on February 9, 2018. Click here to read the original. I’ve been known to dabble in […]
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Write Down That Story for Your Book
This article was originally published on the FCR blog on January 31, 2018. Click here to read the original. Whether it was as a frontline […]
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Are you #FreeToHelpYourself? A look at self-care in the workplace
The #FreeToHelp movement focuses on how free your customer service agents are to help customers. This is an important component to the overarching customer experience. […]
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Innovations to Eliminate Annoying Hold Music
This article originally appeared on the FCR blog on January 22, 2018. Click here to read the original and click here to watch a YouTube […]
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Breaking the Ice Episode #43: Wallets and Soft Skills
In Episode #43 we first open our wallets/purses and talk about what’s important to us — and yes, Jenny has offered Jeremy a peppermint beadlet […]
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Stay Nimble with “A La Carte” Customer Service Solutions
This article was originally published on CustomerThink.com as part of my regular advisor column on December 7, 2017. Click here to read the original post. […]
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Jenny and Jeremy Are 2017 ICMI Thought Leaders
Each year ICMI accepts nominations for and then publishes their list of Top 50 Thought Leaders from the contact center industry. It has been a […]
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Quality Scores: Are They Really Necessary?
This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. Click here for the original. Pretty much every […]
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Outsourcing With Dedicated Agents is Better. Here are 5 Reasons Why.
This article was originally published on the FCR blog on November 20, 2017. Click here to read the original. When it comes to outsourcing customer […]
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