Thoughts on Bots: Death By Automation
This post was originally published on the FCR blog on August 2, 2016. Click here to read the original. I’ve been thinking a whole bunch […]
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Chill Out! Customer Service Rage Accomplishes Nothing
This article was originally published on the FCR blog on July 22, 2016. Click here for the original. Classic road rage story. Driver A does […]
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Connection Eats Grammar For Lunch
I originally wrote this post as a guest post for the CXpert blog. Click here to read the original. You’ve likely heard the famous Peter […]
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An Easy Exercise to Build Customer Experience Thinking
This post was originally published on the FCR blog on July 15, 2016. Click here for the original. I was sitting in a meeting with […]
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10 Leadership Lessons I Learned the Hard Way
This post was originally published on the FCR blog on July 13, 2016. Click here to read the original. At FCR we periodically have newer […]
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Riding WAVES to Better Emails
This post originally appeared on the FCR blog on July 5, 2016. Click here to read the original. Writing a great customer service email doesn’t […]
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Answer The Questions Customers Don’t Know To Ask
This post originally appeared Shep Hyken’s blog. Click here to read the original. My wife and I recently celebrated our 15th wedding anniversary. To commemorate […]
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The Pros and Cons of Upward Mobility in the Contact Center
This article was originally published on the ICMI blog on June 17, 2016. Click here to read the original. I was recently reminded of one […]
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Transforming the Customer Experience as Contact Center Leaders
This post originally appeared on the FCR blog on June 24, 2016. Click here to read the original. Last month I had the opportunity to […]
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Customers Say the Darndest Things
This post originally appeared on the FCR blog on June 21, 2016. Click here to read the original. Work in customer service long enough and […]
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