Leadership Blogs


5 Technologies that Piqued Our Interest in Q1

It’s that time of the quarter where we take a few moments to share some of the tools and technologies that we’ve seen in recent months that you might want to evaluate for your customer service and customer experience. In...
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4 Guidelines for Switching Channels Without Aggravating Customers

I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project. After sitting on hold on the phone for about five minutes I hung up and opted for live chat....
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Seeing Things From Another Perspective

I thoroughly enjoy running and have been doing so for more than a decade. I don’t participate in nearly as many races as I used to but still manage to hit the road for an hour or so four days...
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3 Observations From My Man Crates Experience

I recently received a gift — but not just any gift. It was a Man Crates. Have you ever heard of these folks, because I hadn’t? Allow me to share about my experience. I received a box that contained a...
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4 Tips for Using Slack to Improve Contact Center Communication

This article was originally published on the ICMI blog on January 24, 2019. Click here to read the original post. When I was a customer service manager some of our team members employed a practice I affectionately referred to as...
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When Friendly Customer Service is Secondary

Shortly after moving to Eugene, Oregon I discovered that the Willamette Valley, which stretches from Portland to Eugene and sits between the coastal and Cascade mountain ranges, is the grass seed capital of the world? Seriously, grass all over the...
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My Understanding of AI in CX so Far. Things Could Change!

This article first appeared on CX Accelerator on January 7, 2019. Click here to read the original post. I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and...
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I Can’t Believe You Cut Me Off!

It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. New in 2019, the state moved to an online system for fishing and hunting licenses which means we...
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Surprise! Making Customer Birthday Experiences Stand Out

My son and I have birthdays a few days apart in January and I always love observing what various companies do to recognize us on our special days. My son’s information isn’t plastered all over the interwebs yet but I’m...
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Caring for Customers. Which Door Will You Choose?

I have many guilty pleasures during the holidays – generally food-related. One of my biggest is eggnog and in recent years I’ve grown to love eggnog lattes. They’re sweet, creamy, and delicious with just a hint of coffee flavor. One...
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Customer Service Edge Cases. To Empower or Not to Empower?

This article originally appeared on CustomerThink on December 17, 2018. Click here to read the original post. Have you noticed the change in professional sports television viewing over the past few years where it’s become standard for a rules official,...
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FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019

The text of this article originally appeared on the FCR blog on December 5, 2018. Click here to read the original. Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor...
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