Contact Center Metrics ARE Customer Experience Metrics
This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original. We’re rapidly approaching three years since I joined FCR as […]
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Breaking the Ice Episode #59: Dream Cars and Policies w/ David Beaumont
In Episode #59 we break the ice with David Beaumont. He’s a Technical Support Specialist, regular participant in the #Custserv chat on Twitter on Tuesday […]
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Boost Your Customer Experience with Bonus Content
This article originally appeared on the FCR blog on April 27, 2018. Click here to read the original. It’s been a long time since I […]
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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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The Dead Giveaway for a Canned Customer Service Response
This article was originally published on the FCR blog on April 23, 2018. Click here to read the original. The Benefits and Drawbacks of Macros […]
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Breaking the Ice Episode #58: Mindful Eating & Exercise & Building Support Teams w/ Erica Mancuso
Episode #58 is loaded with good stuff as we break the ice with Erica Mancuso, Director of Client Care at Straightaway Health Careers. Join us […]
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A Little Humor and Personalization Go a Long Way
This article was originally published on the FCR blog on April 13, 2018. Click here to read the original post. I’m not completely sure what […]
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Breaking the Ice Episode #57: BBQs & Collaboration
The weather’s warming up and we’re ready to throw some meat and veggies on the grill and talk about how to best collaborate with others. […]
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Don’t Let the FU from a Customer Impact Your Day
Disclaimer: This post contains language of a sensitive nature. Today, a customer said this in an email to our support team: Can you please take […]
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4 Useful Tools For Your Contact Center
This article was first published on the FCR blog on April 6, 2018. Click here to read the original. As contact center leaders we’re often […]
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