What You Call Your Customers Is Important
This article was first published on the FCR blog on November 10, 2017. Click here to read the original post. Since writing an article a […]
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Breaking the Ice Episode #37: Rants, Raves, & 3 Keys to Bad #Custserv w/ Randi Busse
In this episode we welcome our friend and customer service expert, Randi Busse. She’s coauthor of the book, Turning Rants Into Raves and President of […]
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The CSAT Conundrum: Making Customers Happy vs. Limiting Concessions
This article was originally published on CustomerThink.com as part of my regular advisor column on October 13, 2017. Click here to read the original along […]
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5 Quotes from Chip Bell’s Kaleidoscope
This article was originally published on the FCR blog on October 31, 2017. Click here to read the original. Innovation is a term often reserved […]
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Anything Else? or What Else?
This article originally appeared on the FCR blog on October 26, 2017. Click here to read the original. Some of my favorite restaurants are places […]
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Incentive Programs for Service Agents: A Pre-Implementation Checklist
This article was originally published on CustomerThink on September 14,2017 as my regular Advisor column. Click here to read the original. As a contact center […]
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Breaking the Ice Episode #33: Bad Jobs & Negative Customer Service Words
In Episode #33 we break the ice by talking about jobs we’d be terrible at. We then discuss some of those negative customer service words […]
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Is “No Problem” a Problem in Customer Service?
Barefoot and going through TSA security at the airport, I hold my hands up over my head through the SkyScanner. I walk out and the […]
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Some Recommended Customer Service Reading
It’s always a privilege to contribute to articles on other blogs and websites and be part of spreading the word about Customer Service Life. Here […]
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7 Live Messaging Best Practices From Our Experts
This article was originally published on the FCR blog on September 28, 2017. Click here to read the original. Live messaging channels like chat, SMS […]
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