Customer Loyalty For The Price Of A Cup Of Coffee
This post was originally published on September 29, 2015 on the FCR blog. Click here to read the original. It’s National Coffee Day and I […]
Continue reading »Category: Contact Center
5 Reasons Pirates Know Customer Service
This is a post I originally wrote for International Talk Like A Pirate Day on September 18, 2015. Click here to read the original and […]
Continue reading »
Give ‘Em A Little Something Extra
This post was originally published on September 4, 2015 on the FCR blog. Click here to read the original. I recently wrote a post about […]
Continue reading »
The Crazy Things Contact Center Agents Value Most
This post was originally published on the FCR blog on September 1, 2015. Click here to read the original. In a recent email poll, I asked […]
Continue reading »
3 Ways To Find Valuable Customer Experience Insight
This post originally appeared on the FCR on August 28, 2015. Click here to read the original. I’m 6’4” tall so I don’t typically spend […]
Continue reading »
You Don’t Water Your Car On The Grass?
This post originally appeared on the FCR blog on August 21, 2015. Click here to read the article. We are in the midst of quite […]
Continue reading »
Called Up To The Majors
This post first appeared on the First Call Resolution blog. Click here to read the original. I grew up in the wonderful city of Rancho Cucamonga, […]
Continue reading »
Physical Environment And Your Workflow
Not too long ago, I was imprisoned in a cold, gray, isolated cubicle with outdated furniture and a broken fan. Ok, so, imprisoned might be […]
Continue reading »
4 Lessons Learned From The Five9 User Conference
As a customer of cloud contact center software company, Five9, I was recently invited to attend a user conference to learn all about their new […]
Continue reading »
Manager: Don’t Require Your Staff To Do That Which You’re Not Willing To Do
I wrote a post a while ago about multitasking. In that post I mentioned a particular time when I asked our customer service representatives to […]
Continue reading »