Leadership Blogs


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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Eating Your Own Dog Food

I’ve already established that I’m a big fan of my new dentist and their approach to the customer experience. I recently found myself in the hygienist’s chair staring up at the ceiling where she has a cool poster of a...
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Grand Teton National Park

Where Policies and Great Customer Service Coexist

My family and I had a fantastic vacation. Thanks for asking! Seriously though we did a little road trip and saw Rocky Mountain, Yellowstone, and Grand Teton (pictured) National Parks. They are incredible places. After camping for a few days,...
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3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella...
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5 Coaching Techniques That Will Move the Needle

This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality...
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To Apologize or Not To Apologize

When customers contact you with a problem, do you apologize or do you not? Let’s work through a couple scenarios. In the first scenario you work for a SAAS (Software as a Service) provider and a customer is calling in...
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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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