Category: Contact Center

From as early as I can remember, I have been a musician.  From elementary school all through high school I played trumpet.  One of my […]

This article was originally publish on the ICMI blog on February 3, 2014.  Click here to read the original post along with many other wonderful […]

I recently had dinner with a good friend who’s a COO at a company with fifty or so employees. One of his many responsibilities is […]

I’d like to reveal a slightly embarrassing tidbit about myself.  I didn’t perfect the art of riding a bicycle without training wheels until I was […]

This post was originally published on the ICMI blog on January 26, 2015.  Click here to read the original article along with more great customer […]

I originally wrote this as a guest post for one of my heroes in the contact center world.  Melissa Kovacevic is a brilliant customer service […]

When a customer tweets me directly to report that they are receiving poor customer service, I listen–all the more when they copy my boss on […]