Leadership Blogs


Won’t You Be My Neighbor?

Is it any coincidence that I listened to the book, “The Simple Faith of Mister Rogers” by Amy Hollingsworth just last week and today #ThingsILearnedFromMrRogers is trending on Twitter? How did the Internet know? Well actually I think this might...
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Decade To Decade

Matthew Achak
Each decade of your life is unique. In my 20’s it was all about complete freedom and personal exploration and growth. My 30’s were more about building a life with my wonderful wife. My 40’s have leaned heavily towards growing...
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1 Good, 1 Bad, & 1 In Between Racing Experience

I just completed another full marathon (26.2 miles) — my ninth. I started running almost ten years ago and my goal is to complete a tenth before the end of the year. The latest was the annual Eugene Marathon, a...
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The 3 Whys Behind Yes/No Quality Scoring

Without exaggeration, I think I’ve seen quality forms for a hundred different companies in my tenure at FCR and can confidently say that they come in all different shapes, sizes, and flavors. Some of that’s to be expected given the...
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Contact Center Metrics ARE Customer Experience Metrics

This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original. We’re rapidly approaching three years since I joined FCR as Head of Quality. Upon joining, I was tasked with a couple of key...
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Boost Your Customer Experience with Bonus Content

It’s been a long time since I welcomed a new dog into my home — at least a decade by my estimation. That all changed when we recently welcomed Chuy into our lives. He’s a 3-month-old lab husky mix. Though...
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The Dead Giveaway for a Canned Customer Service Response

The Benefits and Drawbacks of Macros It’s possible that I’ve beaten the topic of macros (canned responses) to death in past articles but I have some new thoughts today. You’d be hard pressed to find a support team that doesn’t...
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A Little Humor and Personalization Go a Long Way

I’m not completely sure what it was about my latest trip to Costco but it was a magical one. Maybe it was the fact that they now have stretchy khaki pants — I’ve never had a pair of khakis I...
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FCR March 2018 Solutions Spotlight – Reviews of 4 Useful Tools For Your Contact Center

As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. While it’s fun fun to see what’s new, it can be a challenge to find the time in our busy schedules to attend a...
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Workforce Management According to Jeremy(s)

I’m quite fond of the names of a couple members of our Workforce Management Team at FCR — Jeremy Grogan and Jeremy Conway. In fact, I often get copied on emails requesting a detailed schedule analysis or staffing projection, and...
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4 Myths About Chat Support. AI to the Rescue?

This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because...
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5 Ways Accelerated Learning Can Improve New Hire Training

This article originally appeared on the ICMI blog as a featured contributor column on February 15, 2018. Click here to read the original. You’ve just hired a full class of agents who carry with them the promise to provide memorable...
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