9 Nuggets of Contact Center Hiring Wisdom
This article was originally published on the ICMI Blog on January 18, 2017. Click here to read the original. I took a Human Resources (HR) […]
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The Top 5 Reasons Your Employees Stay Put
This post was originally published as an article for the ICMI International Customer Management Institute. Understanding why employees stay with your company begins with a very simple […]
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3 Customer Service Technologies to Boost Self-help
This article originally appeared on the FCR blog on January 13, 2017. Click here to read the original. Have you ever searched a company knowledge […]
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6 Tips for Seasonally Ramping Up Your Customer Service Team
This post was originally published on December 20, 2016 on the FCR blog. Click here to read the original. ‘Tis the season for ramping up […]
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4 Hacks to Better Contact Center Management
This article was originally published on the FCR blog on December 15, 2016. Click here to read the original post. During Customer Service Week this year, […]
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Reviewing “The Effortless Experience”
This post originally appeared on the FCR blog on December 14, 2016. Click here to read the original. I’ve often heard concepts from The Effortless […]
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A Seat at the Customer Experience Table
This article was originally published on the FCR blog on December 9, 2016. Click here to read the original. We recently had a client ask […]
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A 360 Degree Look at First Contact Resolution
I recently had the privilege of participating in a panel discussion on First Contact Resolution (FCR), the metric, at the ICMI Contact Center Demo. It […]
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Takeaways from #CCDemo 2016
This article was published on the FCR blog on November 3, 2016. Click here to read the original post. I recently had the privilege of […]
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Customer Service Stop Words
This article was originally published on the FCR blog on October 28, 2016. Click here to read the original post. I’ve written extensively in the […]
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