4 Hacks to Better Contact Center Management
This article was originally published on the FCR blog on December 15, 2016. Click here to read the original post. During Customer Service Week this year, […]
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Reviewing “The Effortless Experience”
This post originally appeared on the FCR blog on December 14, 2016. Click here to read the original. I’ve often heard concepts from The Effortless […]
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A Seat at the Customer Experience Table
This article was originally published on the FCR blog on December 9, 2016. Click here to read the original. We recently had a client ask […]
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Recapping Our Zendesk U Training
This article originally appeared on the FCR Blog. I thought it to appropriate to share here for any folks who might use Zendesk. Click here […]
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3 Ways Customer Service Leaders Can Encourage Grief in the Workplace
I’m going to cut to the chase: I had to put my dog, Miso, to sleep two weeks ago. He was 11. I had him […]
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A 360 Degree Look at First Contact Resolution
I recently had the privilege of participating in a panel discussion on First Contact Resolution (FCR), the metric, at the ICMI Contact Center Demo. It […]
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Takeaways from #CCDemo 2016
This article was published on the FCR blog on November 3, 2016. Click here to read the original post. I recently had the privilege of […]
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Customer Service Stop Words
This article was originally published on the FCR blog on October 28, 2016. Click here to read the original post. I’ve written extensively in the […]
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Customer Service Lessons from the Pump
This post was originally published on the FCR blog on October 20, 2016. Click here for the original. Prior to moving to Oregon a little […]
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The Best Writing Advice I’ve Ever Received
This post was originally published on the FCR blog on October 14, 2016. Click here to read the original. Let me first preface this by […]
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