Customer Service Archives - Page 24 of 74

What Happens Backstage Will Not Remain Backstage in Customer Service

Posted on June 19, 2017 by Jenny Dempsey

Can I get an aaaaaayeeee–men? Van FRANCE knew what he was talking about. In any field of customer service, or in any job, what happens […]

Bad Customer Service, Customer Service, Jenny

In Customer Service, You Must Choose Between Speed and Wow. Or Do You?

Posted on June 16, 2017 by Jeremy Watkin

This article was originally published on CustomerThink as my monthly advisor column on May 11, 2017. Click here to read the original article. Our client’s […]

Contact Center, Customer Experience, Customer Service, Jeremy

Breaking the Ice Episode #15: Fails and Macros with Leslie O’Flahavan

Posted on June 14, 2017 by Jeremy Watkin

You’re not going to want to miss Episode #15 of Breaking the Ice. We are super excited to break the ice with our good friend, […]

Breaking the Ice, Customer Experience, Customer Service, Jenny, Jeremy

Breaking the Ice Episode #14: Jokes and Customer Service Technology

Posted on June 7, 2017 by Jeremy Watkin

In Episode #14 of Breaking the Ice, we show just how mature we really are — especially Jenny. Hear about the genres of jokes that […]

Breaking the Ice, Customer Service, Jenny, Jeremy

Using AIM to Tell Better Stories and Move the Needle

Posted on June 5, 2017 by Jeremy Watkin

I wrote this article with my colleague Ruth McCullen. She’s the Director of Client Analytics at FCR. This article was originally published on the ICMI […]

Contact Center, Customer Service, Jeremy

Breaking the Ice Episode #13: What We Shared at the 2017 ICMI Conference

Posted on May 31, 2017 by Jeremy Watkin

Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. In this episode […]

Breaking the Ice, Contact Center, Customer Experience, Customer Service, Jenny, Jeremy

Rockstars On Your Team (A Musical Post)

Posted on May 30, 2017 by Jenny Dempsey

I had the privilege to present at the International Customer Management Institute (ICMI) Contact Center Expo and Conference last week in Orlando, Florida. And, WOW […]

Customer Service, Jenny, Motivation

Can Your Quality Assurance Team Really Monitor 100% of Calls? Should It?

Posted on May 25, 2017 by Jeremy Watkin

This article was published on CustomerThink.com on April 13 as my monthly Advisor column. Click here to read the original post. A client recently posed […]

Customer Service, Jeremy