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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5 Considerations for Creating a Multi-Channel Quality Management Form
This article was originally published on the MaestroQA blog on June 6, 2019. Click here to read the original post. If you had to choose, what would […]
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5 Emerging Technology Systems and Updates from Q2
This article was originally published on the FCR blog on July 3, 2019. Click here to read the original post and be sure to watch […]
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Setting the Record Straight on CSAT, NPS, and CES
This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did you get a chance to […]
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6 Best Practices For Optimizing Zendesk
This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. Click here to read the […]
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