Breaking the Ice Episode #57: BBQs & Collaboration
The weather’s warming up and we’re ready to throw some meat and veggies on the grill and talk about how to best collaborate with others. […]
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4 Useful Tools For Your Contact Center
This article was first published on the FCR blog on April 6, 2018. Click here to read the original. As contact center leaders we’re often […]
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Breaking the Ice Episode #56: Brushing Our Teeth & Bubbling Up #CX Issues
Our latest episode covers things like teeth brushing and ways to bubble up customer experience concerns to the rest of the organization. We’re not really […]
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Breaking the Ice Episode #55: Winning at Social Customer Care w/ Dan Gingiss
We are so thrilled to break the ice this week with Dan Gingiss. He’s the author of Winning at Social Customer Care: How Top Brands […]
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Workforce Management According to Jeremy(s)
This article was originally published on the FCR blog on March 30, 2018. Click here to read the original. I’m quite fond of the names […]
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4 Myths About Chat Support. AI to the Rescue?
This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market […]
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Breaking the Ice Episode #54: International Meals & Contact Center Scheduling
In episode 54 we first share our favorite international dining experiences. We then discuss the all important topic of contact center scheduling and ways to […]
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Coffee, Cereal & Cookies
In the past five plus years of writing this blog, I’ve come to understand and believe that we prefer to do business with those we […]
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Breaking the Ice Episode #53: #FreeToHelp w/ Leslie O’Flahavan
Episode #53 features our first repeat guest. Yay! It’s always a great day when we get to talk customer service with our good friend Leslie […]
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A Recent Customer Experience and What I Wish I Had Said
This article was originally published on the FCR blog on March 7, 2018. Click here to read the original. I recently had a customer experience […]
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