4 Resources to Grow Your Customer Service Network
This article was originally published on the FCR blog on June 9, 2017. Click here to read the original. Have you ever faced a problem […]
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6 Steps for Turning Around Upset Customers
This article was first published on the ICMI blog on May 22, 2017. Click here to read the original. When I was at Phone.com, shortly […]
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Breaking the Ice Episode #17: Zoo Animals & Empathy
Jenny and I love the zoo! Who doesn’t? Tune in to Episode #17 to hear about our favorite zoo animals. Stick around to hear us […]
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Recapping the 2017 ICMI Contact Center Conference
This article was originally published on the FCR blog on June 9, 2017. Click here to read the original. I had a fantastic time at […]
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Why I Fired My Bank and Chose a New One
This article was first published on the FCR blog on June 5, 2017. Click here to read the original. I’ve had an on again, off […]
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Breaking the Ice Episode #16: Vacation and Upselling with Mike Aoki
Sweet 16 is here. In this episode of Breaking the Ice we’re so happy to welcome customer service expert, Mike Aoki from ReflectiveKeynotes.com. Given the summer […]
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What Happens Backstage Will Not Remain Backstage in Customer Service
Can I get an aaaaaayeeee–men? Van FRANCE knew what he was talking about. In any field of customer service, or in any job, what happens […]
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In Customer Service, You Must Choose Between Speed and Wow. Or Do You?
This article was originally published on CustomerThink as my monthly advisor column on May 11, 2017. Click here to read the original article. Our client’s […]
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Breaking the Ice Episode #15: Fails and Macros with Leslie O’Flahavan
You’re not going to want to miss Episode #15 of Breaking the Ice. We are super excited to break the ice with our good friend, […]
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Reaching New Heights at the Eugene YP Summit
This article was originally published on the FCR blog on May 30, 2017. Click here to read the original. I had the privilege of attending […]
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