I Did Quality Assurance Without Scores and I Liked It
I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a […]
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The Importance of Context in Customer Service
I was recently cleaning out my inbox and saw a notification from Nextdoor.com. In it, one of my neighbors asked if we were in danger […]
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Keep It Open-Ended
On a recent road trip with my family, we pulled off the freeway for a quick lunch. We stopped at a restaurant with a drive-thru, […]
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The Real Reason you Purchase a Dyson Vacuum Cleaner
After a series of vacuum cleaners that lasted two or three years before biting the dust, we finally took the plunge and purchased a Dyson. […]
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Removed From my Blog and my Life Forever
From the very beginning of this blog, it’s always been our practice to observe both good and bad customer experiences with the goal of learning […]
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Rethinking Pain
I’ve written about my falls while running in the past. It’s no secret that I’m a bit accident prone, and I have a fresh, new […]
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Customer Service Life Updates – February 2020
Happy (belated) New Year! 2019 was a great year and as we’ve done in the past, I want to take a few moments to share […]
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Learning to Consider Others
It’s amazing the customer service insights I gain from raising my kids. We recently moved to a new neighborhood and are thrilled to have multiple […]
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Writing is About Paying Attention
Lately I’ve been working to be consistent on a couple writing initiatives that are helping me be more engaged in both life and work. Gratitude […]
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4 Customer Success Lessons Learned from a (Much Improved) Internet Installation
I’ve been critical of the cable companies many times on this blog but am thrilled that this isn’t one of those posts. After recently moving […]
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