Customer Service Life

A Fuss Free Moving Experience

Posted on January 18, 2016 by Jenny Dempsey

Moving is stressful. It being my 16th move in 16 years doesn’t make it any easier. This time around, movers were hired through Priority Moving of […]

Good Customer Service, Jenny

Receiving vs. Earning

Posted on January 12, 2016 by Jeremy Watkin

This post was originally published on the FCR blog on January 6, 2016. Click here for the original. My customer service career started more or […]

Contact Center, Customer Service, Jeremy, Leadership

What Nordstrom Does Right With Trunk Club

Posted on January 11, 2016 by Jenny Dempsey

My clothing shopping typically consists of visits to: The Thrift Store Target Forever 21 While there’s nothing wrong with these stores, as I venture deeper […]

Customer Experience, Good Customer Service, Jenny

Driving Customer NPS with Employee NPS

Posted on January 8, 2016 by Jeremy Watkin

This article was originally published as a guest column on the ICMI blog. You can view the original article here. Raise your hand if you’re a sucker for a […]

Contact Center, Customer Experience, Customer Service, Jeremy, Motivation

We Can All Be Thought Leaders

Posted on January 6, 2016 by Jeremy Watkin

This is a modified version of an article I wrote for a recent FCR internal newsletter. Having just been honored as a2015 Thought Leader by […]

Customer Service, Jeremy, Leadership

Your Customer Welcome Mat

Posted on January 5, 2016 by Jenny Dempsey

How many steps does it take for your customer to reach you? Depending on how many steps, they’ll eventually land on your company “welcome mat”, eagerly […]

Customer Experience, Customer Service, Jenny

When The Road Is Flat, Find A Hill

Posted on January 1, 2016 by Jeremy Watkin

Photo credit: jacsonquerubin via Foter.com / CC BY-NC-SA This is a post I originally wrote for the FCR blog on December 30, 2016. These are […]

Jeremy, Motivation

Discussing Culture, Growth, And Employee Motivation In Contact Centers

Posted on December 31, 2015 by Jeremy Watkin

I was recently interviewed by my colleague Jeff Toister, President of Toister Performance Solutions. In the interview we discussed strategies for keeping employees motivated and maintaining high […]

Contact Center, Customer Service, Jeremy

National Lampoon’s Customer Service Vacation

Posted on December 30, 2015 by Jeremy Watkin

This post was originally published on the FCR blog on December 24, 2015. Though Christmas has passed, it’s still a fun post. Click here to read […]

Customer Service, Jenny, Jeremy

Why Are We Here In Customer Service?

Posted on December 22, 2015 by Jenny Dempsey

This post was originally published on the internal DMV.ORG Visitor Support Blog titled, The Road To Awesome. Lana from Colorado is temporarily residing in Nevada as […]

Customer Experience, Good Customer Service, Jenny

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