Identifying Our Customers And Serving Them Better
I was recently interviewed by my colleague Jeff Toister, President of Toister Performance Solutions. In the interview we discussed strategies for keeping employees motivated and maintaining high […]
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This post was originally published on the FCR blog on December 24, 2015. Though Christmas has passed, it’s still a fun post. Click here to read […]
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This post was originally published on the FCR blog on December 9, 2015. Click here to read the original. Text messaging (AKA SMS or Short […]
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This post is a modified version of an article I shared in the FCR company newsletter a few months ago. It’s also a retelling of […]
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I am pleased to announce that Jenny and I were named to the list of Top 50 Thought Leaders by ICMI. It is truly an honor to […]
Continue reading »For some of you in contact center and customer service leadership, your move from front line customer service to a leadership role might be more […]
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This post was originally published on the FCR blog on December 2, 2015. Click here to read the original. Since writing this, I’ve come to […]
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This post was originally posted as a guest blog on Shep Hyken’s Customer Service Blog. The original post can be found here. Thank you to […]
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This post was originally published on the FCR blog on November 20, 2015. Click here to read the original. Last month I wrote a series […]
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This post was originally published on the FCR blog on November 25, 2015. Click here to read the original. If you’ve never done so, take […]
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