Breaking the Ice Episode #10: Listening to the Voice of the Customer
And we’ve officially broken the ice 10 times! In Episode #10 we’re so excited to be joined by our friend Ben Motteram, the CXpert. This […]
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9 Insights Gained from Opentalk 2017
I had the privilege this week of attending the 2017 Opentalk Summit by Talkdesk in San Francisco. The two-day event featured some exciting updates about the Talkdesk platform, glimpses of emerging customer service technologies, and insights from industry experts. Rather than overwhelming you with a huge recap, here are my top nine insights from the week.
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Building Word Clouds with the Best of Them
This article was originally published on the FCR blog on April 20. Click here to read the original. Word clouds are a great way to […]
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Breaking the Ice Episode #9: Our Favorite Customer Service Metrics
It’s here! Episode #9 of Breaking the Ice is a good one. In this episode, you’ll learn some juicy information about Jenny and I. First, […]
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The Benefits of Artificial Intelligence for Contact Center Leaders
I’m excited to announce that I recently partnered with Solvvy to publish an ebook highlighting the benefits of using artificial intelligence in the contact center. As a […]
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When Customer Service Gets Personal
This article was originally published on the FCR blog on April 17, 2017. Click here to read the original. I recently wrote an article for […]
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Breaking the Ice Episode #8: When the Queue Goes Wild
If you’ve worked in a contact center, you know the feeling. The customer service queue has gone crazy and there aren’t enough available reps to […]
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A Recipe for Consistent Customer Service: 5 Key Ingredients
This article was originally published on CustomerThink in my monthly advisor column on March 9, 2017. Click here to read the original. A customer contacted […]
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Breaking the Ice Episode #7: Improving Customer Service Quality with Jeremy Hyde
We are so pleased to bring Episode #7 of Breaking the Ice to you. In this episode we welcome Jeremy Hyde, Customer Service and Vendor […]
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5 Practical Actions to Improve Customer Satisfaction
This article was originally published on the ICMI blog on March 21, 2017. Click here to read the original. More and more companies are surveying […]
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