Jenny Dempsey to Speak at ZenDesk Relate Conference
In order to take the best care of others, we must first take the best care of ourselves. @jennysuedempsey When it comes to fostering […]
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3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance
This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago […]
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5 Coaching Techniques That Will Move the Needle
This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching […]
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To Apologize or Not To Apologize
When customers contact you with a problem, do you apologize or do you not? Let’s work through a couple scenarios. In the first scenario you […]
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4 Contact Center Tools and Updates From Q2
This article was originally published on the FCR blog on July 5, 2018. Click here to read the original and to see a video version. […]
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Please take my lunch break survey
Did you (or do you plan to) take your lunch break today? I mean, really take your lunch break? Move away from your desk, actually […]
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Surveying the Omnichannel Landscape
Omnichannel is a word that’s mentioned often in customer support circles and it’s fascinating to see what existing cloud-based platforms like Zendesk and Salesforce are doing to make this […]
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Would you ditch phone support in your contact center?
For us in the contact center world, we know it’s expensive to run a full time phone support contact center. It’s even more expensive when […]
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The 3 Whys Behind Yes/No Quality Scoring
This article originally appeared on the FCR blog on May 9, 2018. Click here to read the original. Without exaggeration, I think I’ve seen quality […]
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Contact Center Metrics ARE Customer Experience Metrics
This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original. We’re rapidly approaching three years since I joined FCR as […]
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