Jenny And Jeremy Recognized As Thought Leaders By ICMI
I am pleased to announce that Jenny and I were named to the list of Top 50 Thought Leaders by ICMI. It is truly an honor to […]
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Survey: Moving From Front Line Customer Service To Leadership
For some of you in contact center and customer service leadership, your move from front line customer service to a leadership role might be more […]
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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 […]
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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 […]
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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 […]
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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 […]
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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 […]
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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 […]
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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, […]
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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Not too long ago, I was imprisoned in a cold, gray, isolated cubicle with outdated furniture and a broken fan.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 […]
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