4 Good Reasons to Kill Email-Based Customer Support
This article was originally published on CustomerThink.com on August 23, 2019. Click here to read the original. I recently sat with a group of customer […]
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The Tale of Two Customer Service Responses
New state (California) and new city (San Diego) meant it was time to register my cars — and in the State of California, getting a […]
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What I learned about customer service from swimming with sharks
There’s that customer again. You recognize the name lurking in the queue. You’re not supposed to, but you skip their email. You bounce their phone […]
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Another Birthday Surprise. Coincidence? I Think Not!
Not long ago I was in the air somewhere between San Jose and San Diego when the Southwest flight attendant instructed everyone to close their […]
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6 Considerations for Building a Purposeful Quality Scorecard
This article was originally published on the ICMI Blog on July 18, 2019. Click here to read the original post. When I took a job […]
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Optimizing the Cancellation Experience: What’s the Right Amount of “Friction”?
This article was originally published on CustomerThink as my regular Advisor column on June 21, 2019. Click here to read the original post. In my […]
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5 Considerations for Creating a Multi-Channel Quality Management Form
This article was originally published on the MaestroQA blog on June 6, 2019. Click here to read the original post. If you had to choose, what would […]
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5 Emerging Technology Systems and Updates from Q2
This article was originally published on the FCR blog on July 3, 2019. Click here to read the original post and be sure to watch […]
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Setting the Record Straight on CSAT, NPS, and CES
This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did you get a chance to […]
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6 Best Practices For Optimizing Zendesk
This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. Click here to read the […]
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