Would you ditch phone support in your contact center?
For us in the contact center world, we know it’s expensive to run a full time phone support contact center. It’s even more expensive when […]
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Breaking the Ice Episode #64: A Stroll Down Memory Lane
In lucky number 64 we share our favorite memories after more than a decade of working together. We then try to boil down to the […]
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Turn Your Contact Center Into a CX Lab
This article was original published on CustomerThink as part of Jeremy’s regular advisor column on April 13, 2018. Click here to read the original.It’s not uncommon at […]
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Won’t You Be My Neighbor?
This article was original published on the FCR blog on May 24, 2018. Click here to read the original. Is it any coincidence that I […]
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Breaking the Ice Episode #63: Our Ideal Day Off & Memorable Customer Service
It’s summer and we’re enjoying a little time off. In this episode, we talk about what our ideal day of looks like. We then share […]
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Breaking the Ice Episode #62: Show & Tell and Hiring Great Customer Service Reps
Who doesn’t love a little show and tell? In this episode we share a little something and then talk about what we look for when […]
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1 Good, 1 Bad, & 1 In Between Racing Experience
This article was originally published on the FCR blog on May 16, 2018. Click here to read the original. I just completed another full marathon […]
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The 3 Whys Behind Yes/No Quality Scoring
This article originally appeared on the FCR blog on May 9, 2018. Click here to read the original. Without exaggeration, I think I’ve seen quality […]
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Breaking the Ice Episode #61: College Sports & Emotional Connections w/ Debbie Szumylo
In this episode we break the ice with one of our best Twitter friends, Debbie Szumylo. She’s Manager of Customer Advocacy, a huge college sports […]
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Breaking the Ice Episode #60: Websites & Difficult Customers w/ Adam Toporek
Episode #60 is a special treat as we welcome Adam Toporek. He’s a customer service expert, author, and trainer. Check out his book, “Be Your […]
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