Leadership Blogs


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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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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