Right and Wrong
This article was originally published on the FCR blog on June 15, 2018. Click here to read the original. The difference between right and wrong […]
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Eating Your Feelings in Customer Service
The phone is ringing off the hook today. You scan the queue – there are 20 calls waiting. You and the rest of the leadership […]
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5 Ways Leaders Can Inspire a Culture of Service
This article was first published as a featured contribution on the ICMI blog on January 30, 2018. Click here to read the original. Right out […]
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Book Review: Meaningful Work by Shawn Askinosie
It was the holiday season, I was taking some time off work, and wanted to read something outside of the normal business books I tend […]
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It Takes an Army
I crossed into old age this weekend. I turned forty! One of my favorite things to do on my birthday is to start the day […]
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Emotional Intelligence Insights From Happy Gilmore
This article was originally published on the FCR blog on December 14, 2017. Click here to read the original. One of my favorite movies is Happy […]
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Breaking the Ice Episode #36: Managing, Leading, & Inspiration From Kids w/ Jacob Shields
Welcome to Episode #36. We are so pleased to have Jacob Shields break the ice with us. Jacob is the Call Center Manager at CCI […]
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What “Onward” by Howard Schultz Taught Me About Customer Experience
This article was originally published on the FCR blog on October 20, 2017. Click here to read the original. I have several books staring at […]
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Kicking Rocks and Soaring with Eagles
This article was originally published on the FCR blog on July 18, 2017. Click here to read the original. One practice I’ve never really grown […]
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Self-Care in #CustServ: The 3 Deep Breaths Technique
Let’s play a game: Have you ever felt so frustrated with a coworker you want to scream? Have you ever felt so angry with a […]
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