You’re Invited to Fresh Friday
It’s time to get fresh, everyone! You’re cordially invited to Fresh Friday, a new day that is going to happen every week at your office. […]
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Recapping the 2017 ICMI Contact Center Conference
This article was originally published on the FCR blog on June 9, 2017. Click here to read the original. I had a fantastic time at […]
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Breaking the Ice Episode #16: Vacation and Upselling with Mike Aoki
Sweet 16 is here. In this episode of Breaking the Ice we’re so happy to welcome customer service expert, Mike Aoki from ReflectiveKeynotes.com. Given the summer […]
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In Customer Service, You Must Choose Between Speed and Wow. Or Do You?
This article was originally published on CustomerThink as my monthly advisor column on May 11, 2017. Click here to read the original article. Our client’s […]
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Using AIM to Tell Better Stories and Move the Needle
I wrote this article with my colleague Ruth McCullen. She’s the Director of Client Analytics at FCR. This article was originally published on the ICMI […]
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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 […]
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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 […]
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7 More Technologies To Jumpstart Your Customer Service
This article was originally published on the FCR blog on May 3, 2017. Click here to read the original. At FCR we have an Emerging […]
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Building Word Clouds with the Best of Them
This article was originally published on the FCR blog on April 20. Click here to read the original. Word clouds are a great way to […]
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The Benefits of Artificial Intelligence for Contact Center Leaders
I’m excited to announce that I recently partnered with Solvvy to publish an ebook highlighting the benefits of using artificial intelligence in the contact center. As a […]
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