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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Your customer service “Oh Sh*t Kit”
Planning the bachelorette party for a dear friend, I knew that “Oh Sh*t Kits” are a must to include for the bride tribe. In each […]
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The course that almost didn’t happen: How I worked through imposter syndrome to create a course with Udemy
I just launched a Business Course with Udemy called Your Customer Service Toolbox: Best Practices for Beginners. Udemy is an incredible global online platform where […]
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Online Reviews: A Window Into the Truth About Your Company
Since beginning my new role as a customer service and experience leader, I’ve gained a bit of new experience. I, along with my team, am […]
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“A CX Moment With Calm” Along With 6 Other Recent Updates
I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. This won’t be a […]
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5 Favorite Quotes from “Excellence Wins” by Horst Schulze
For those of us in the business of serving customers, when Horst Schulze, co-founder and former president of the Ritz-Carlton Hotel Company speaks, we listen. […]
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Lessons from the Slow Play
Lately, I’ve been partaking in a variety of different activities in my life that require a bit of a time commitment. These include home improvement, […]
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