
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 […]
Continue reading »Identifying Our Customers And Serving Them Better
The phone is ringing off the hook today. You scan the queue – there are 20 calls waiting. You and the rest of the leadership […]
Continue reading »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 […]
Continue reading »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 […]
Continue reading »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 […]
Continue reading »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 […]
Continue reading »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 […]
Continue reading »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 […]
Continue reading »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 […]
Continue reading »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 […]
Continue reading »Airline magazines – do you read them? You know, the magazines that are tucked away in the seatback container in front of you when you […]
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