Category: Contact Center

This article was originally published on CustomerThink in my monthly advisor column on March 9, 2017. Click here to read the original.  A customer contacted […]

I’ve had the opportunity to contribute to an article recently and also be interviewed a couple times and wanted to just take a quick moment […]

This article originally appeared on the ICMI Blog on February 14, 2017. Yes it’s a Valentine’s Day post but you can put these into practice […]

This article was originally published on the FCR blog on February 21, 2017. Click here to read the original. I frequent the same Starbucks fairly […]

This article was originally published on the FCR blog on February 10, 2017. Click here to read the original. Quality assurance is an essential function […]