Customer Service Life

Tips for Coping with Stress at Work

Posted on June 13, 2019 by Jenny Dempsey

This article was originally published as a featured contributor on ICMI. You’re running fast through the forest. Sweat drips off your forehead, heart wildly beating […]

Jenny, Leadership, Motivation

4 Tips to Get Value From Contact Center Quality Scores

Posted on June 10, 2019 by Jeremy Watkin

This article was originally published on CustomerThink on April 3, 2019. Click here to read the original. I have two scenarios for you regarding contact center quality […]

Contact Center, Customer Experience, Customer Service, Jeremy

What’s Feedback?

Posted on June 7, 2019 by Jeremy Watkin

This article was originally published on the FCR blog on May 9, 2019. Click here to read the original post. Not too long ago it […]

Customer Experience, Customer Service, Jeremy

Quality, Productivity, and Striking the Right Balance

Posted on June 3, 2019 by Jeremy Watkin

This article was originally published on the ICMI Blog on March 19, 2019. Click here to read the original post. When I say “metrics” what’s the first […]

Contact Center, Customer Experience, Customer Service, Jeremy

Outsourcing Can Make Your Customer Experience Better. Here’s How.

Posted on May 20, 2019 by Jeremy Watkin

This article was originally published on the Talkdesk blog on March 15, 2019. Click here to read the original post.Looking back a decade or so ago, I […]

Contact Center, Customer Experience, Customer Service, Jeremy

A Blueprint for Getting and Keeping Customers (Hint: Make it Ridiculously Easy)

Posted on May 13, 2019 by Jeremy Watkin

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 […]

Customer Experience, Customer Service, Jeremy

Stressed Out AF? Watch This

Posted on May 8, 2019 by Jenny Dempsey

Stressed out AF? Working with customers is no joke. You don’t always have time to escape to a tranquil room and do yoga or meditate […]

Customer Service, Jenny, Motivation

Journey Mapping in the Contact Center: 6 Insights to Maximize the Value

Posted on May 6, 2019 by Jeremy Watkin

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 […]

Contact Center, Customer Experience, Customer Service, Jeremy