3 More Appearances to Share
I’ve had the opportunity to contribute to an article recently and also be interviewed a couple times and wanted to just take a quick moment […]
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How Machine Learning Can Add Value to Customer Service Automation
This article was originally published on CustomerThink.com as part of my monthly advisor column on February 9, 2017. Click here to read the original. It […]
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Breaking the Ice Episode #2: What We’ve Learned From Angry Customers
Who’s up for Episode #2 of Breaking the Ice? Well here it is. In this episode, we break the ice by sharing a time when […]
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3 Creative Alternatives to Making a Customer Read (but it not feel like reading)
Perhaps I’m just bitter, but no one reads. We’re all lost in our own la la lands, zoning in only on what we want to see. […]
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6 (un)Romantic Ways to Love Customers
This article originally appeared on the ICMI Blog on February 14, 2017. Yes it’s a Valentine’s Day post but you can put these into practice […]
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Breaking the Ice Episode #1: The Best Customer Service Advice We’ve Ever Received
We are pleased to introduce you to a new segment on Customer Service Life, but first, let me give you some background. When Jenny and […]
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Why I Did My Own Taxes This Year
This article was originally published on the FCR blog on March 1, 2017. Click here to read the original. I’ve always filed my own taxes […]
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Comparing 2 Responses to the Same Customer Service Problem
This article was originally published on the FCR blog on February 21, 2017. Click here to read the original. I frequent the same Starbucks fairly […]
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Should Emerging Customer Service Channels Be Handled Like Chat or Email?
This article was originally published on CustomerThink.com and was my first Advisor Column on this site. Click here to read the original that was published […]
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The Fundamentals of Quality Calibration
This article was originally published on the FCR blog on February 10, 2017. Click here to read the original. Quality assurance is an essential function […]
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