Leadership Blogs

notesFB

6 Notes from SDX 2018

As a semi-active participant in the Support Driven Slack community I was thrilled to spend a day at the recent SDX conference in Portland. In comparison to last year’s event, they took a nice step forward with more excellent sessions,...
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FCR Solutions Spotlight – Contact Center Tech to Watch from Q2

It’s been an interesting quarter in the contact center technology space. Before jumping into some of the cool tools I’ve seen recently, let’s first run through four updates from technologies I’ve mentioned in the past. Zendesk just announced their new...
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fishingFB

Calming the Quit Reflex With Coaching

On this recent Father’s Day, my wife gave me a free pass to head to the mountains for a few hours to go fishing. I got all my fly fishing gear loaded in the car, including my float tube, and...
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ensembleFB

Right and Wrong

The difference between right and wrong can be a tricky thing. No I’m not talking about thou shalt not steal or thou shalt not murder or those sorts of things. I’m pretty well set in that department. Here’s where I...
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omnichannelFB2

Surveying the Omnichannel Landscape

Omnichannel is a word that’s mentioned often in customer support circles and it’s fascinating to see what existing cloud-based platforms like Zendesk and Salesforce are doing to make this a reality. You may want to check out the recent announcement...
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labFB

Turn Your Contact Center Into a CX Lab

This article was original published on CustomerThink as part of Jeremy’s regular advisor column on April 13, 2018. Click here to read the original. It’s not uncommon at FCR for one of our clients to reward a top-performing agent on...
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neighborFB

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

05/21/2018
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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marathonFB

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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yes-no-qualityFB

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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metricsFB

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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bonuscontentFB

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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