Thoughts on Serving Ungrateful Customers
Have you ever assisted a customer and you really, really wanted to find a solution for them? Yes, I know in customer support our goal […]
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The Anatomy of an Effective Contact Center One-on-One Conversation
Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential […]
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Why Contact Center Quality Assurance Matters
Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as […]
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Features, Bugs, Insights and the Art of Solving Customer Problems
It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about […]
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Response Etiquette for Public Customer Comments
Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or […]
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The 5 Essential Behaviors Before Concluding Customer Interactions
Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team […]
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Angry Feedback is Still Valuable Feedback
We’ve had a certain lingering bug for a long, long time. We suspected that a bug existed in our system because customers often complained about […]
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Is Resolving the Customer’s Issue Good Enough, or Can We Do Better?
As an early-morning runner with a dog, one of the most essential pieces of equipment to ensure success is my headlamp. As a clumsy human […]
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Customer Service Life Updates – April 2022
One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in […]
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Tags in Your Ticketing System: How, Why, and When to Use Them
In a world of social media, especially Instagram, I fear that we’ve fallen into a belief that more hashtags is better. Think about the last […]
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