Cohesion Builds Exceptional Customer Service Teams
ICMI recently asked ten of their customer service thought leaders to weigh in on what’s important in 2016 for building exceptional customer service teams. I […]
Continue reading »Category: Contact Center
Positive Intent And Trust Go Hand In Hand
This post originally appeared on the FCR blog on February 5, 2016. Click here to read the original. A couple months ago, the unthinkable happened. […]
Continue reading »
5 Pieces Of Leadership Advice From The Other Side
This post was originally published on the FCR blog on January 28, 2016. Click here to read the original. I don’t know about the rest […]
Continue reading »
A Practical Guide to Connecting with Customers
This post was originally published on the FCR blog on February 2, 2016. Click here to read the original. I consider myself to be an […]
Continue reading »
From Frontline Customer Service to Leadership
This article was originally written as a guest post on the ICMI website with my colleague Sheri Kendall-duPont. The original article can be found here. When I (Jeremy) was first […]
Continue reading »
The (Not So) Scary Future Of Contact Centers
This post was originally published on the FCR blog on January 22, 2016. Click here to read the original. I was able to take a […]
Continue reading »
Receiving vs. Earning
This post was originally published on the FCR blog on January 6, 2016. Click here for the original. My customer service career started more or […]
Continue reading »
Driving Customer NPS with Employee NPS
This article was originally published as a guest column on the ICMI blog. You can view the original article here. Raise your hand if you’re a sucker for a […]
Continue reading »Discussing Culture, Growth, And Employee Motivation In Contact Centers
I was recently interviewed by my colleague Jeff Toister, President of Toister Performance Solutions. In the interview we discussed strategies for keeping employees motivated and maintaining high […]
Continue reading »
Customer Service To Text Messaging: “You Complete Me”
This post was originally published on the FCR blog on December 9, 2015. Click here to read the original. Text messaging (AKA SMS or Short […]
Continue reading »