Why I Did My Own Taxes This Year
This article was originally published on the FCR blog on March 1, 2017. Click here to read the original. I’ve always filed my own taxes […]
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Comparing 2 Responses to the Same Customer Service Problem
This article was originally published on the FCR blog on February 21, 2017. Click here to read the original. I frequent the same Starbucks fairly […]
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Should Emerging Customer Service Channels Be Handled Like Chat or Email?
This article was originally published on CustomerThink.com and was my first Advisor Column on this site. Click here to read the original that was published […]
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The Fundamentals of Quality Calibration
This article was originally published on the FCR blog on February 10, 2017. Click here to read the original. Quality assurance is an essential function […]
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Run-ins with Discipline
Discipline isn’t merely about getting things done. It’s also about collaborating with others to get things done. Discipline isn’t just about collaborating, though. It’s also […]
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Selecting a Cloud-based Phone System: A Comprehensive Guide
This article was originally published on the FCR blog on February 3, 2017. Click here to see the original along with a useful vendor comparison […]
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6 Jeremy Sightings in the News
I’ve reached a point where I have a series of miscellaneous updates and announcements that I need to get off my chest, so I’ve elected […]
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9 Nuggets of Contact Center Hiring Wisdom
This article was originally published on the ICMI Blog on January 18, 2017. Click here to read the original. I took a Human Resources (HR) […]
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Dude, How Do You Find Enough Time to Write?
This article was originally published on the FCR blog on January 30, 2017. Click here to read the original. There’s a second most frequently asked […]
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The Top 5 Reasons Your Employees Stay Put
This post was originally published as an article for the ICMI International Customer Management Institute. Understanding why employees stay with your company begins with a very simple […]
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