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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5 Tips For Call Centers During Cold Season
You know the story: You work in a call center. The guy in the cubicle on the other side of the room coughs. The next day, he […]
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Contact Center Hiring And Recruiting On A Budget
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 […]
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Is Contact Center Turnover Cause For Celebration?
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 […]
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3 Observations From The Eye Of A Customer Service Twitter Storm
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 […]
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2 Ways To Even Out Those Spikes In Call Volume
I had lunch with a consultant friend of mine today and we got to talking call centers. He mentioned that a client of his had […]
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