A Blueprint for Getting and Keeping Customers (Hint: Make it Ridiculously Easy)
This article was originally published on the FCR blog on April 19, 2019. Click here to read the original post. In November of 2017 I […]
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Journey Mapping in the Contact Center: 6 Insights to Maximize the Value
This article was originally published on CustomerThink on February 28, 2019. Click here to read the original post.I’ve recently been collaborating with my colleagues to improve customer […]
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5 Technologies that Piqued Our Interest in Q1
This article was originally published on the FCR blog on March 29, 2019. Click here to read the original post and click here to watch […]
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Seeing Things From Another Perspective
This article originally appeared on the FCR blog on March 15, 2019. Click here to read the original post. I thoroughly enjoy running and have […]
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Shameless Plugs – The Spring 2019 Edition
I’ve done this in the past but have a growing list of articles we’ve contributed to and awards we’ve received that we want to share. […]
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3 Observations From My Man Crates Experience
This article was originally published on the FCR blog on March 8, 2019. to read the original. I recently received a gift — but not […]
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4 Tips for Using Slack to Improve Contact Center Communication
This article was originally published on the ICMI blog on January 24, 2019. Click here to read the original post. When I was a customer service manager […]
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When Friendly Customer Service is Secondary
This article originally appeared on the FCR blog on February 20, 2019. Click here to read the original. Shortly after moving to Eugene, Oregon I […]
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My Understanding of AI in CX so Far. Things Could Change!
This article first appeared on CX Accelerator on January 7, 2019. Click here to read the original post. I’m not known for being quick on the uptake […]
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I Can’t Believe You Cut Me Off!
This article was originally published on the FCR blog on February 7, 2019. Click here to read the original post. It’s official. I’ve completely caught […]
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