Leadership Blogs


On Leading and Following

I’m not sure which job is more difficult, leading or following. I’ve logged my fair share of hours in both positions and have even been a follower in one area of my life while leading in another. And the two...
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5 Third-Party Customer Survey Systems to Consider

It’s pretty standard these days for a customer communication platform to have built-in survey functionality for customers to rate the quality of their interactions with customer service. To name a few: Zendesk asks, How would you rate the customer service...
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How Machine Learning Can Add Value to Customer Service Automation

It wasn’t long ago that we hosted a webinar for our clients that focused on emerging messaging channels for customer service. The shiny new object in the room by far was SMS chatbots. This piqued the interest of many of...
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Amazing Business Radio with Shep Hyken

I never use the term hero lightly, but if you asked me to list my customer service heroes, Shep Hyken is right at the top of the list. He’s a New York Times bestselling author of books like Moments of...
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6 (un)Romantic Ways to Love Customers

This post originally appeared as a guest article written by Jeremy Watkin for ICMI. To view the original article, please go here. I’m a little ashamed to admit that my first Valentine’s Day with my wife, Alicia some 19 years...
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Why I Did My Own Taxes This Year

I’ve always filed my own taxes and am generally a bit fearful that I’m going to royally mess something up and either miss out on a refund, or worse, get audited by the IRS. Fortunately, thanks to the tax preparation...
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Comparing 2 Responses to the Same Customer Service Problem

I frequent the same Starbucks fairly often on my way to work — typically when I have some time to write articles like this. My drink of choice is often Jade Citrus Mint tea. I mix it up on occasion...
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Should Emerging Customer Service Channels Be Handled Like Chat or Email?

This post was originally written by Jeremy Watkin as a guest author on the Customer Think blog. To see the original article, you can click here. The landscape of customer service technology is changing rapidly. I’m gonna go out on...
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The Fundamentals of Quality Calibration

Quality assurance is an essential function in any contact center — at least it should be. It’s the primary means of ensuring that the level of customer service our agents are providing to customers consistently meets or exceeds our (and...
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9 Nuggets of Contact Center Hiring Wisdom

This blog post originally appeared on ICMI’s website as a guest article by Jeremy Watkin. To view the original post, you can click here. I took a Human Resources (HR) class in college. The good news is that I earned...
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Diversity Always Wins

Matthew Achak
There were many reasons why John and I founded FCR back in 2005. One idea was that we felt strongly about was that if we built an outsourcer here in the United States we would focus on smaller, rural towns....
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Selecting a Cloud-based Phone System: A Comprehensive Guide

Do any of the following scenarios fit your current situation? Your premise-based phone system no longer affords the flexibility you need to run your customer support operation effectively and efficiently. You’re in the cloud but your current phone vendor has...
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