
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 […]
Continue reading »Identifying Our Customers And Serving Them Better
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 […]
Continue reading »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 […]
Continue reading »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, […]
Continue reading »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. […]
Continue reading »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 […]
Continue reading »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 […]
Continue reading »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 […]
Continue reading »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 […]
Continue reading »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 […]
Continue reading »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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