Leadership Blogs

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Customer Service Inspiration from my Bookshelf

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post. Can we all acknowledge that customer service is a hard job? Whether we’re working at...
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5 Tips to Go From Scary to Scary Good Customer Service

It’s Halloween, the season of scary, and it only makes sense to spend a little time talking about scary customer service experiences. In my past several years of blogging on the topic, I have both my good and bad customer...
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Unlocking the Past to Help in the Present

I’m not one of those people you’ll ever hear utter the phrase, “Everything happens for a reason.” It’s a nice thought when we’re the recipient of a million bucks, or we just so happen to get a great parking spot,...
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Holistically Approaching a Frazzled Customer Service Professional

How committed are you to getting that deposit back when you purchase and consume a beverage in a recyclable container? I was committed enough to go to my local grocery store — that was before I realized I had to...
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4 CX Actions for the Cash-strapped, Resource-limited Contact Center

This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to...
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FCR Solutions Spotlight: 8 Essential Features for your Contact Center LMS

When you picture customer service training, what key elements come to mind? Some of these elements likely include classroom training with an instructor, watching videos and extensive slide decks, time spent in front of a computer reading documentation and knowledge...
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Customer Service Tip of the Week by Jeff Toister

I’ve been a happy subscriber of the Customer Service Tip of the Week email distribution list for a couple years, reliably receiving a practical bit of customer service advice every Monday when I arrive to work. I appreciate them both...
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Synchronous vs. Asynchronous Support Channels: Which is Better for Agents and Customers?

This article was originally published on August 15, 2018 on CustomerThink as part of Jeremy’s regular advisor column. Click here to read the original post. I’ve found the topic of support channel mix to be an interesting study in organizations....
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Book Review: Be Amazing or Go Home by Shep Hyken

When I started blogging about my experiences in customer service several years ago, one of the first people I met was Shep Hyken. It didn’t take long for him to become one of my heroes in this industry. Not long...
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Climbing the Mountain One Milestone at a Time

Since moving to Oregon a few years ago, I’ve fallen in love with the Cascades, a mountain range with several awe inspiring volcanic peaks. I think of the likes of Mt Bachelor, Broken Top, Mt Jefferson, Mt Hood, and of...
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The Subtle Differences Between Good and Bad Customer Service

I recently spent some time with some of our star colleagues who consistently earn high customer satisfaction marks from customers. As I shadowed chat support conversations I was struck with the realization that the differences between great and less than...
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Own Your Stuff!

I was driving home the other day and watched one car rear end another about fifty yards ahead of me. As I pulled up next to them, I witnessed the first car pulling off to the shoulder while the second...
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