Leadership Blogs


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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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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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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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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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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