Breaking the Ice Episode #22: Jamming & Chatbots with Shep Hyken
In Episode #22, we didn’t just break the ice with Shep Hyken, one of our customer service and experience heroes. We got to jam with […]
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Customer Service in Any Language
This article was originally published on the FCR blog on July 12, 2017. Click here to read the original. For many US-based customer service teams, […]
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An Adventure in Sharing my Calendar
This article was originally published on the FCR blog on June 28, 2017. Click here to read the original. Does anyone actually enjoy doing the […]
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Breaking the Ice Episode #21: Celebrity Crushes & Frontline Customer Service
In Episode #21 of Breaking the Ice, we first talk about some of our celebrity crushes from our teenage years. Please take careful note that […]
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Transform Customer Service into a Customer Insight Machine
This article was originally published on CustomerThink.com on June 9, 2017 as part of my regular advisor column. Click here to read the original article. […]
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Customer Support Metrics, Scaling, and Soft Skills
I’ve had a number of opportunities recently to contribute customer service and customer experience content to other blogs and want to share them. Here they […]
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Breaking the Ice Episode #20: Clothing & Resilience w/ Justin Robbins
Episode #20 is a good one. We are so pleased to break the ice with Justin Robbins. He’s the Group Director of Content and Community […]
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3 Slices of Advice When Taking an Escalated Customer Service Call
You sense an energy shift. The air stiffens as a silent hush falls over the room. A tapping of a finger on a desk echoes. […]
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3 Tools to Better See What Your Customers See
This article was originally published on the FCR blog on June 23, 2017. Click here to read the original. Have you ever interacted with a […]
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Outside In: Aligning Ourselves With Our Customers’ Obsessions
This article was originally published on the FCR blog on June 21, 2017. Click here to read the original. I was recently going through some […]
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