Book Review: Meaningful Work by Shawn Askinosie
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 […]
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Breaking the Ice Episode #45: Screen Detoxes & Falling Into Customer Service w/ Jeff Wozer
The video you are now viewing is Episode #45 of Breaking the Ice. We are so pleased to break the ice with comedian, writer, and […]
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Innovations to Eliminate Annoying Hold Music
This article originally appeared on the FCR blog on January 22, 2018. Click here to read the original and click here to watch a YouTube […]
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Breaking the Ice Episode #44: Silly Driving Stories & Emerging #Custserv Channels w/ Andrew Olaleye
In Episode #44 it’s a pleasure to break the ice with Andrew Olaleye, Co-founder at Chatdesk. Andrew learned the art of public speaking while working […]
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Keeping a Finger on the Pulse
This article was originally published on the FCR blog on January 18, 2018. Click here to read the original post. Over the past few years […]
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A Tale of Two HVAC Repair Experiences — Part 1
This article was first published on the FCR blog on January 10, 2018. Click here to read the original post. It was during the first […]
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Breaking the Ice Episode #43: Wallets and Soft Skills
In Episode #43 we first open our wallets/purses and talk about what’s important to us — and yes, Jenny has offered Jeremy a peppermint beadlet […]
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Stay Nimble with “A La Carte” Customer Service Solutions
This article was originally published on CustomerThink.com as part of my regular advisor column on December 7, 2017. Click here to read the original post. […]
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Must Reads for New Contact Center Leaders
This article was first published on the ICMI Blog on November 20, 2017. Click here to read the original. I’m actually a little embarrassed to […]
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Breaking the Ice Episode #42: Innovative Contact Centers & Giving Back w/ Matt Beckwith
In Episode #42 we welcome Matt Beckwith, Contact Center Director at Clark Pest Control. We met Matt on the weekly #ICMIChat on Twitter and have […]
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