Breaking the Ice Episode #64: A Stroll Down Memory Lane
In lucky number 64 we share our favorite memories after more than a decade of working together. We then try to boil down to the […]
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Turn Your Contact Center Into a CX Lab
This article was original published on CustomerThink as part of Jeremy’s regular advisor column on April 13, 2018. Click here to read the original.It’s not uncommon at […]
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Won’t You Be My Neighbor?
This article was original published on the FCR blog on May 24, 2018. Click here to read the original. Is it any coincidence that I […]
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Breaking the Ice Episode #63: Our Ideal Day Off & Memorable Customer Service
It’s summer and we’re enjoying a little time off. In this episode, we talk about what our ideal day of looks like. We then share […]
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Breaking the Ice Episode #62: Show & Tell and Hiring Great Customer Service Reps
Who doesn’t love a little show and tell? In this episode we share a little something and then talk about what we look for 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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Breaking the Ice Episode #61: College Sports & Emotional Connections w/ Debbie Szumylo
In this episode we break the ice with one of our best Twitter friends, Debbie Szumylo. She’s Manager of Customer Advocacy, a huge college sports […]
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Breaking the Ice Episode #60: Websites & Difficult Customers w/ Adam Toporek
Episode #60 is a special treat as we welcome Adam Toporek. He’s a customer service expert, author, and trainer. Check out his book, “Be Your […]
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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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Breaking the Ice Episode #59: Dream Cars and Policies w/ David Beaumont
In Episode #59 we break the ice with David Beaumont. He’s a Technical Support Specialist, regular participant in the #Custserv chat on Twitter on Tuesday […]
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