Breaking the Ice Episode #10: Listening to the Voice of the Customer
And we’ve officially broken the ice 10 times! In Episode #10 we’re so excited to be joined by our friend Ben Motteram, the CXpert. This […]
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9 Insights Gained from Opentalk 2017
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.
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Breaking the Ice Episode #8: When the Queue Goes Wild
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 […]
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Ride WAVES To Successful Customer Service Interactions
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 […]
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Cohesion Builds Exceptional Customer Service Teams
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 […]
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Customer Experience Lessons From Two Auto Parts Stores- Part 1
One nice thing about having an old car is that it gives me no shortage of customer service experiences to write about. On my way […]
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Costco Gets A Small (Customer Experience) Detail Right
We are avid Costco shoppers at my house and if you’re like me you look forward to the monthly coupon book. Deals like $3.50 off […]
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Announcing “Dealing With Difficult Customers” Week
We had such a blast in January writing about how to handle customer feedback that we decided to take the plunge and do another theme […]
Continue reading »Coffee And Customer Service: The National Acronym Act
I was in a meeting recently and one of my coworkers looked at a PowerPoint slide and said “You are in violation of the National […]
Continue reading »Coffee and Customer Service: “Under The Same Umbrella”
In this hang out, Jenny (@jennysuedempsey) and Jeremy (@jtwatkin) talk about one challenge we face in customer service for Phone.com. We have our customer service […]
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