On Being an Accountable Customer Service Leader
I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great […]
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I Did Quality Assurance Without Scores and I Liked It
I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a […]
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The Importance of Context in Customer Service
I was recently cleaning out my inbox and saw a notification from Nextdoor.com. In it, one of my neighbors asked if we were in danger […]
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3 Reasons You Don’t Need a Survey to Listen to Customers
The CX Question of the Day (#CXQOTD) for June 4 was, “Is surveying customers absolutely necessary?” You can click here to check out my answer […]
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Customer Service Life Updates – February 2020
Happy (belated) New Year! 2019 was a great year and as we’ve done in the past, I want to take a few moments to share […]
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Learning to Consider Others
It’s amazing the customer service insights I gain from raising my kids. We recently moved to a new neighborhood and are thrilled to have multiple […]
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Writing is About Paying Attention
Lately I’ve been working to be consistent on a couple writing initiatives that are helping me be more engaged in both life and work. Gratitude […]
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4 Good Reasons to Kill Email-Based Customer Support
This article was originally published on CustomerThink.com on August 23, 2019. Click here to read the original. I recently sat with a group of customer […]
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6 Considerations for Building a Purposeful Quality Scorecard
This article was originally published on the ICMI Blog on July 18, 2019. Click here to read the original post. When I took a job […]
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Always Leave a Place Better Than You Found It
This article was originally published on the FCR blog on July 17, 2019. Click here to read the original post. A childhood memory is etched […]
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