Breaking the Ice Episode #48: Kiwifruit & Annoying Customers
Episode 48 is a controversial one. In this one we first debate whether or not to eat kiwifruit with the skin on or off. To […]
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8 Quick Updates/Shameless Plugs
It’s been a terrific several months since my last update. I have a few recent honors and some recommended weekend reading to share. Here’s a […]
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Breaking the Ice Episode #47: Relationships in an Ops-Driven World & SWAG w/ Monica Norton
So much fun to break the ice with one of our favorite conference friends, Monica Norton! She’s Senior Director at Zendesk — and if you’re as […]
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Write Down That Story for Your Book
This article was originally published on the FCR blog on January 31, 2018. Click here to read the original. Whether it was as a frontline […]
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Breaking the Ice Episode #46: $100 to Spend & Loving Our Customers w/ Doug Sandler
In this special Valentine’s Day episode, it’s a treat to break the ice with someone who’s near and dear to our hearts. Doug Sandler is […]
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A Tale of Two HVAC Repair Experiences — Part 2
This article was originally published on the FCR blog on January 22, 2018. Click here to read the original. In part one of this series I spent […]
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Book Review: Meaningful Work by Shawn Askinosie
It was the holiday season, I was taking some time off work, and wanted to read something outside of the normal business books I tend […]
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Breaking the Ice Episode #45: Screen Detoxes & Falling Into Customer Service w/ Jeff Wozer
The video you are now viewing is Episode #45 of Breaking the Ice. We are so pleased to break the ice with comedian, writer, and […]
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Innovations to Eliminate Annoying Hold Music
This article originally appeared on the FCR blog on January 22, 2018. Click here to read the original and click here to watch a YouTube […]
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Breaking the Ice Episode #44: Silly Driving Stories & Emerging #Custserv Channels w/ Andrew Olaleye
In Episode #44 it’s a pleasure to break the ice with Andrew Olaleye, Co-founder at Chatdesk. Andrew learned the art of public speaking while working […]
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