Breaking the Ice Episode #36: Managing, Leading, & Inspiration From Kids w/ Jacob Shields
Welcome to Episode #36. We are so pleased to have Jacob Shields break the ice with us. Jacob is the Call Center Manager at CCI […]
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On Helping and Being Helped
I just returned from watching a showing of “I’ll Push You,” a movie chronicling the journey of two friends, Patrick and Justin as they travel […]
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How to Say “Sorry” Without Saying Sorry
My colleague recently presented me with this question: How can we reply to a customer with empathy and still take ownership of the issue, but […]
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Anything Else? or What Else?
This article originally appeared on the FCR blog on October 26, 2017. Click here to read the original. Some of my favorite restaurants are places […]
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Breaking the Ice Episode #35: Side Hustles & Mindful #Custserv w/ Sheri Kendall-DuPont
In our 35th episode we had the pleasure of breaking the ice with our good friend, Sheri Kendall-DuPont. She’s the Manager of Colleague and Leadership […]
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Sleep Your Way to Great Customer Service
Get your mind out of the gutter. This post is about sleeping – like you know, that thing you do at night to recharge your […]
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What “Onward” by Howard Schultz Taught Me About Customer Experience
This article was originally published on the FCR blog on October 20, 2017. Click here to read the original. I have several books staring at […]
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Breaking the Ice Episode #34: Annoying Roommates & Agent Engagement w/ Sean Hawkins
In Episode #34 we welcome our good friend, Sean Hawkins. He’s the Director of Contact Center and Customer Service at Framework Homeownership. Be sure to […]
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Incentive Programs for Service Agents: A Pre-Implementation Checklist
This article was originally published on CustomerThink on September 14,2017 as my regular Advisor column. Click here to read the original. As a contact center […]
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Breaking the Ice Episode #33: Bad Jobs & Negative Customer Service Words
In Episode #33 we break the ice by talking about jobs we’d be terrible at. We then discuss some of those negative customer service words […]
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