Leadership Archives - Page 4 of 11 - Customer Service Life

3 Slices of Advice When Taking an Escalated Customer Service Call

Posted on July 17, 2017 by Jenny Dempsey

You sense an energy shift. The air stiffens as a silent hush falls over the room. A tapping of a finger on a desk echoes. […]

Customer Service, Good Customer Service, Jenny, Leadership

What Are Your Favorite Leadership Lessons?

Posted on June 1, 2017 by Jeremy Watkin

This article originally appeared on the FCR blog on May 15, 2017. Click here to read the original. Take a moment with me to think […]

Jeremy, Leadership

On Leading and Following

Posted on April 3, 2017 by Jeremy Watkin

This article was first published on the FCR blog on March 21, 2017. Click here to read the original. I’m not sure which job is […]

Jeremy, Leadership, Motivation

Run-ins with Discipline

Posted on February 15, 2017 by Jeremy Watkin

Discipline isn’t merely about getting things done. It’s also about collaborating with others to get things done. Discipline isn’t just about collaborating, though. It’s also […]

Jeremy, Leadership, Motivation

The Top 5 Reasons Your Employees Stay Put

Posted on February 6, 2017 by Jenny Dempsey

This post was originally published as an article for the ICMI International Customer Management Institute. Understanding why employees stay with your company begins with a very simple […]

Contact Center, Jenny, Leadership, Motivation

Gratitude in the Workplace: Introducing Thankful Thursday

Posted on February 1, 2017 by Jenny Dempsey

I thank Jeremy Watkin for this one. Thankful Thursday began as a way to incorporate gratitude into the workplace during our time working at Phone.com. […]

Jenny, Leadership, Motivation

4 Hacks to Better Contact Center Management

Posted on January 5, 2017 by Jeremy Watkin

This article was originally published on the FCR blog on December 15, 2016. Click here to read the original post. During Customer Service Week this year, […]

Contact Center, Customer Service, Jeremy, Leadership