Leadership Blogs


6 Best Practices For Optimizing Zendesk

One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. One tool we work with quite often is Zendesk, an omnichannel customer service platform in...
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Hiring for Culture: There Should Be No Surprises on Day One

This article was originally published on the ICMI blog on May 13, 2019. Click here to read the original. Picture Adam Sandler in The Wedding Singer when his ex-fiancee explained why she left him at the altar the day after...
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Learning to Speak the Language

Thinking back on my first customer service job, our entire training manual was five pages. Yes you read that correctly — 5 pages! So basically we had zero training. At the time we did email and phone support which meant...
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3 Lessons Bill Murray Teaches Us About Customer Service

I have a confession. I love scrolling through the “Documentaries” genre on Netflix typically looking for some good historical and/or biographical entertainment. On a recent stroll I stumbled upon “The Bill Murray Stories: Life Lessons Learned from a Mythical Man.”...
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So You Need a Quality Application? Consider These 7 Things

Let’s get real for a minute. How are you currently tracking quality for your customer service team? At the enterprise level there are some incredible tools out there using machine learning to grade calls for you. But if you’re a...
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4 Tips to Get Value From Contact Center Quality Scores

This article was originally published on CustomerThink on April 3, 2019. Click here to read the original. I have two scenarios for you regarding contact center quality assurance. In the first, imagine a manager or supervisor listening to a phone...
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What’s Feedback?

Not too long ago it was breakfast time in our house and my 7-year-old was sitting at the counter, eating a bowl of Cheerios, and apparently studying a box of Legos he had purchased with some birthday money. As he...
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Quality, Productivity, and Striking the Right Balance

This article was originally published on the ICMI Blog on March 19, 2019. Click here to read the original post. When I say “metrics” what’s the first thing that comes to mind? If your answer is spreadsheets and dashboards packed...
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Outsourcing Can Make Your Customer Experience Better. Here’s How.

This article was originally published on the Talkdesk blog on March 15, 2019. Click here to read the original post. Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a...
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A Blueprint for Getting and Keeping Customers (Hint: Make it Ridiculously Easy)

In November of 2017 I aired out my grievances about a terrible tire buying experience and concluded the post by saying that I’d follow up after my next experience. As it so happens, I (thankfully) haven’t had to purchase tires...
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What You Love

Matthew Achak
I enjoy snowboarding and playing tennis, good red wine, and dinner at The Corson Building. I love watching college hoops and professional soccer. Finally, Stephen King books have always been a guilty pleasure. No one will pay me a dime...
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Journey Mapping in the Contact Center: 6 Insights to Maximize the Value

This article was originally published on CustomerThink on February 28, 2019. Click here to read the original post. I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients. While our approach has many aspects...
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