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 […]
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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 […]
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Multitasking And Dual Monitors In The Contact Center
In our contact center, we have taken great strides to discourage multitasking and encourage our agents to focus on one customer at a time. We […]
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Thirsty For Some #CustServ Inspiration? Here You Go!
Customer service is no easy gig. Whether you’re a representative, supervisor, manager or director. Whether you work for a multi-million dollar corporation, a start up […]
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Driving Change In Your Call Center One Survey At a Time
Do you want to throw more fun work events into the lives of your customer service team but are not sure where to begin? Do you supply snacks […]
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Awesome Preparation Produces Awesome Improvisation
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 […]
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The What, Why, and, How of Hiring for Cultural Fit
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 […]
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Got Fears? You Are Not Alone
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 […]
Continue reading »Coffee And Customer Service: Catching Up
After a long hiatus, we joined forces for another Coffee and Customer Service Hangout. In this latest iteration we discuss a number of issues regarding […]
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5 Tips For Navigating Your Way Through A Twitter Chat
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 […]
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