You, Machines, and the Future of Customer Service
This post originally appeared on the FCR blog on June 8, 2016. Click here to read the original. As Bob Dylan once said, or sung, […]
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Leading Off Customer Interactions With Positivity
This post was originally published on the OneReach blog. Click here to read the original. I’m a huge baseball fan— a Los Angeles Angels of […]
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5 Lessons Learned from “The Obstacle Is The Way”
This post was originally published on the FCR blog on June 3, 2016. Click here to read the original. Ok, I’ve heard of hacking used […]
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Call Centers Are Irrelevant, But Contact Centers Are Not
I recently had the opportunity to share some of my thoughts on contact centers with my friends over at NextCaller. In the interview I talked about […]
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The Danger of Settling for Status Quo
This post was originally published on the FCR blog on May 27, 2016. Click here to read the original. This week’s episode of the TED […]
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When The Customer Goes The Extra Mile…Literally
This post was originally published on the FCR blog on May 26, 2016. Quite a few people weighed in with their opinion on my original […]
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An Update From Jenny and Jeremy
Things have been crazy for us over the past year. We’ve changed jobs, moved, among other things. We thought it might be a great idea […]
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Favorite Quotes From ICMI’s Contact Center Expo
This post was originally published on the FCR blog on May 20, 2016. Click here to read the original. Twitter has revolutionized conference-going for me— […]
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10 Tips for More Engaged Outsourced Agents
This post was originally published on the FCR blog on May 12, 2016. Click here to read the original. There are a variety of reasons […]
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Carefully Consider Attrition When Choosing an Outsourcer
This post was originally published on the FCR blog on May 3, 2016. Click here to read the original. In a recent conversation, I compared […]
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