7 More Technologies To Jumpstart Your Customer Service
This article was originally published on the FCR blog on May 3, 2017. Click here to read the original. At FCR we have an Emerging […]
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Breaking the Ice Episode #10: Listening to the Voice of the Customer
And we’ve officially broken the ice 10 times! In Episode #10 we’re so excited to be joined by our friend Ben Motteram, the CXpert. This […]
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9 Insights Gained from Opentalk 2017
I had the privilege this week of attending the 2017 Opentalk Summit by Talkdesk in San Francisco. The two-day event featured some exciting updates about the Talkdesk platform, glimpses of emerging customer service technologies, and insights from industry experts. Rather than overwhelming you with a huge recap, here are my top nine insights from the week.
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Building Word Clouds with the Best of Them
This article was originally published on the FCR blog on April 20. Click here to read the original. Word clouds are a great way to […]
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Breaking the Ice Episode #9: Our Favorite Customer Service Metrics
It’s here! Episode #9 of Breaking the Ice is a good one. In this episode, you’ll learn some juicy information about Jenny and I. First, […]
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Customer Service Looks Good in Hats
I have been a loyal Verizon Wireless customer for 13 years. I have also not updated my plan for about 10 years and am on […]
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The Benefits of Artificial Intelligence for Contact Center Leaders
I’m excited to announce that I recently partnered with Solvvy to publish an ebook highlighting the benefits of using artificial intelligence in the contact center. As a […]
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When Customer Service Gets Personal
This article was originally published on the FCR blog on April 17, 2017. Click here to read the original. I recently wrote an article for […]
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Breaking the Ice Episode #8: When the Queue Goes Wild
If you’ve worked in a contact center, you know the feeling. The customer service queue has gone crazy and there aren’t enough available reps to […]
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A Birthday Surprise With Wings
On my afternoon Southwest flight from Nashville to San Diego, we were about 30 minutes from landing. The Flight Attendant flips on the intercom and speaks […]
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