Is Resolving the Customer’s Issue Good Enough, or Can We Do Better?
As an early-morning runner with a dog, one of the most essential pieces of equipment to ensure success is my headlamp. As a clumsy human […]
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Customer Service Life Updates – April 2022
One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in […]
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Tags in Your Ticketing System: How, Why, and When to Use Them
In a world of social media, especially Instagram, I fear that we’ve fallen into a belief that more hashtags is better. Think about the last […]
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5 Lessons Learned While Attempting to Boost Contact Center Productivity
This article was originally published on CustomerThink and is being republished with the permission of the editor. I’ve come to the realization recently after seeing […]
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How to support customers when the service is buggy
“Please also include a section that deals with situations where the product (software) quality is not good because of which the customers always get stuck […]
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5 Life Lessons Learned from Fishing with a Guide
One thing that the state of Oregon did for me in the four short years that I lived there was to rekindle my love of […]
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4 Internal Customer Support Practices for the Modern Contact Center
This article was originally published on CustomerThink and is being reposted with the permission of the editor. Thinking back to the early days of my […]
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The Way It’s Always Been Done
I’ve never really considered myself a “reptile person.” On those occasions where I’ve encountered snakes while hiking or working in the yard, I always jump […]
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Optimizing Self-Service: 4 Lessons Learned from Our Chatbot Journey
This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a […]
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Striking the Right Balance as a Customer Service Leader
As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on […]
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