Category Archive for "Guest Authors"


Practical Ideas For Bouncing Back From A Difficult Call

Share this article: By Dawn Smith | Program Manager | Great Falls, Montana Our life in a contact center can be very stressful, especially when we’re dealing with a difficult call. I’m sure you know the one I’m talking about....
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Defining Customer Success

Share this article: FCR is pleased to welcome Jim Jones, founder and CEO of Voyant Consulting, as a guest author to our site. Voyant is a Chicago-based firm that helps clients improve customer loyalty by improving their Customer Service organizations....
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Introducing Wholistic Customer Service

Share this article: We’ve all had it happen – those times when another employee or a leader failed to provide us  with needed information or tools do our job effectively. And we have many ways to explain it away. We...
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30 Commonly Misused Idioms

Share this article: Guest Post By Cassandra Corwin | Program Manager | FCR Have you ever made a snap judgment regarding a person’s education after hearing them misuse a common idiom or mispronounce a word? Don’t be too harsh. Statistics...
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