Identifying Our Customers And Serving Them Better
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.
Continue reading »
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 […]
Continue reading »
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 […]
Continue reading »
This post was originally published on the FCR blog on April 28, 2016. Click here to read the original. I can remember the moment clearly. […]
Continue reading »
This post was originally published on the FCR blog on April 7, 2016. Click here to read the original. Success in customer service is not […]
Continue reading »
ICMI recently asked ten of their customer service thought leaders to weigh in on what’s important in 2016 for building exceptional customer service teams. I […]
Continue reading »