Breaking the Ice Episode #6: The Service Culture Handbook with Jeff Toister
Episode 6 of Breaking the Ice is here and we’re so excited to be joined by Jeff Toister, our good friend and author of the […]
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Confessions of a CSAT Superstar
This article was first published on the FCR blog on March 28, 2017. Click here to read the original. I recently had the opportunity to […]
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Breaking the Ice Episode #5: Tips for Attending an ICMI Conference with Erica Marois
In this, our latest episode of Breaking the Ice, I’ve come to the stunning realization that we have yet to format our title slide the […]
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Reviewing The Service Culture Handbook by Jeff Toister
It’s no secret if you’ve followed my blog for any length of time that I’m a huge fan of Jeff Toister. Following his first book, Service Failure, he’s […]
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On Leading and Following
This article was first published on the FCR blog on March 21, 2017. Click here to read the original. I’m not sure which job is […]
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5 Third-Party Customer Survey Systems to Consider
This article appeared on the FCR blog on March 16, 2017. Click here to read the original. It’s pretty standard these days for a customer […]
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Breaking the Ice Episode #4: Social Media Customer Service with Al Hopper
In this episode of Breaking the Ice, we welcome a very special guest. Al Hopper is the Co-Founder and COO at SocialPath Solutions and he joined […]
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Breaking the Ice Episode #3: Our Favorite Customer Service Books
Episode #3 of Breaking the Ice is in the books. In this weekly segment we answer one icebreaker question and one customer service or customer […]
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3 More Appearances to Share
I’ve had the opportunity to contribute to an article recently and also be interviewed a couple times and wanted to just take a quick moment […]
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How Machine Learning Can Add Value to Customer Service Automation
This article was originally published on CustomerThink.com as part of my monthly advisor column on February 9, 2017. Click here to read the original. It […]
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