Call Centers Are Irrelevant, But Contact Centers Are Not
I recently had the opportunity to share some of my thoughts on contact centers with my friends over at NextCaller. In the interview I talked about […]
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3 Reasons Why Customer Service At The DMV Has A Bad Reputation
When you think of the Department of Motor Vehicles (DMV), what comes to mind? Perhaps one or more of these words: Frustration Irritation Anger Annoyance […]
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The Danger of Settling for Status Quo
This post was originally published on the FCR blog on May 27, 2016. Click here to read the original. This week’s episode of the TED […]
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When The Customer Goes The Extra Mile…Literally
This post was originally published on the FCR blog on May 26, 2016. Quite a few people weighed in with their opinion on my original […]
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An Update From Jenny and Jeremy
Things have been crazy for us over the past year. We’ve changed jobs, moved, among other things. We thought it might be a great idea […]
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Favorite Quotes From ICMI’s Contact Center Expo
This post was originally published on the FCR blog on May 20, 2016. Click here to read the original. Twitter has revolutionized conference-going for me— […]
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10 Tips for More Engaged Outsourced Agents
This post was originally published on the FCR blog on May 12, 2016. Click here to read the original. There are a variety of reasons […]
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Carefully Consider Attrition When Choosing an Outsourcer
This post was originally published on the FCR blog on May 3, 2016. Click here to read the original. In a recent conversation, I compared […]
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11 Things Mom Taught Us About Customer Service
This post originally appeared on the FCR blog on May 6, 2016. Click here for the original and Happy Mother’s Day! Mother’s day is this […]
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Survey Alert: Causes Of Contact Center Agent Burnout
Our good friend, Jeff Toister is currently conducting a survey on his site regarding the causes of contact center agent burnout. It promises to yield […]
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