Forty, Freezing, Fear, and Failure
Today was my birthday. The big three nine, which signifies the last year of my thirties. This birthday happened to coincide perfectly with the coldest […]
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4 Hacks to Better Contact Center Management
This article was originally published on the FCR blog on December 15, 2016. Click here to read the original post. During Customer Service Week this year, […]
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Reviewing “The Effortless Experience”
This post originally appeared on the FCR blog on December 14, 2016. Click here to read the original. I’ve often heard concepts from The Effortless […]
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A Seat at the Customer Experience Table
This article was originally published on the FCR blog on December 9, 2016. Click here to read the original. We recently had a client ask […]
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Jeremy and Jeremy Make ICMI’s Top 50 Thought Leaders List!
It’s the most wonderful time of the year– especially when we got named to ICMI’s Top 50 Thought Leaders for 2016. This was the 3rd […]
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Recapping Our Zendesk U Training
This article originally appeared on the FCR Blog. I thought it to appropriate to share here for any folks who might use Zendesk. Click here […]
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3 Ways Customer Service Leaders Can Encourage Grief in the Workplace
I’m going to cut to the chase: I had to put my dog, Miso, to sleep two weeks ago. He was 11. I had him […]
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A 360 Degree Look at First Contact Resolution
I recently had the privilege of participating in a panel discussion on First Contact Resolution (FCR), the metric, at the ICMI Contact Center Demo. It […]
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Dude, How Do You Find Enough Stuff to Write About?
This post originally appeared on the FCR blog on November 15, 2016. Click here to read the original. As a blogger I often get the […]
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Thankful
It’s Thanksgiving and I really don’t have anything profound to say. There is, however, much to be thankful for. I’m thankful for family and friends […]
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