Eating Your Feelings in Customer Service
The phone is ringing off the hook today. You scan the queue – there are 20 calls waiting. You and the rest of the leadership […]
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4 Useful Tools For Your Contact Center
This article was first published on the FCR blog on April 6, 2018. Click here to read the original. As contact center leaders we’re often […]
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Wearing The Honorable Badge of Hours Worked
I’m guilty of it myself. While I love working in customer service, I admit, I’ve done it. Done what, you ask? I’ve worn the honorable […]
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Workforce Management According to Jeremy(s)
This article was originally published on the FCR blog on March 30, 2018. Click here to read the original. I’m quite fond of the names […]
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4 Myths About Chat Support. AI to the Rescue?
This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market […]
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Breaking the Ice Episode #54: International Meals & Contact Center Scheduling
In episode 54 we first share our favorite international dining experiences. We then discuss the all important topic of contact center scheduling and ways to […]
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Breaking the Ice Episode #53: #FreeToHelp w/ Leslie O’Flahavan
Episode #53 features our first repeat guest. Yay! It’s always a great day when we get to talk customer service with our good friend Leslie […]
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The Top 3 Lessons I Learned in 2017
This article was originally published on the ICMI Blog on December 21, 2017. While it’s been a few months, these lessons are still relevant. Click here […]
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7 Tips for Keeping Slack Organized
This article was originally posted on the FCR blog on February 22, 2018. Click here to read the original post. One of my colleagues at […]
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5 Ways Support Teams Use Slack to Improve Communication
This article was originally published on the FCR blog on February 16, 2018. Click here to read the original. Slack has taken the world of […]
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