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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5 Essential Qualities of a Thought Leader
It was such an honor to be recognized as a top contact center and customer experience thought leader by ICMI for the seventh year in […]
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Stimulating Thoughts on Reducing Customer Friction
Who doesn’t love a good workaround? A system doesn’t work as expected, so we contact customer support and they say something like, “install this free […]
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How FruitStand delivers tasty fruit and customer smiles with Re:amaze
Caviar limes are a cult classic with FruitStand customers. Some purchase them every month, hooked on these pickle-shaped pinky finger-sized fruits. Slice them in half […]
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Customer Service Lessons from Non-Customer-Facing Roles
I’m about six months into my role as Director of Customer Support at NumberBarn — and in this role, I have the pleasure of interacting […]
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Macros Are an Essential Contact Center Tool… if Used Correctly. Here’s How
This article was originally published on CustomerThink on November 10, 2020, and is being reposted with the permission of the editor. Click here to read […]
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Thrive, Not Survive During Those Contact Center Peaks
I was recently asked to share some ideas and tips with the readers at Customer Service Weekly as part of a larger Black Friday Survival […]
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Adopting a “One to say yes. Two to say no” Policy in the Contact Center
I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” Of course, it was […]
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New Contact Center Leaders, Here are Practical Solutions to Four Problems You’re Likely to Face
This article was originally published on CustomerThink and is being reposted with permission from the editor. Click here to read the original. My first job […]
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