Leadership Blogs


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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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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