Leadership Blogs

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How Chat Analytics Differs from Voice Analytics

This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. There’s just one problem: the best insights...
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Sad and Happy Goodbyes

Nobody likes goodbyes, right? Well sometimes we like them. I’ve had a couple recently in my life as a customer — one that I’ve fantasized about for a while and another that hit me by surprise and left me both...
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Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)

This article was originally published on the MaestroQA blog on December 2, 2018. Click here to read the original post. Creating a quality form for your customer service team can be a scary task. Questions abound. How many items should...
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A Miscellaneous Lot of Thoughts on Quality Scoring

Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. As I was scanning my list of blog post ideas, I realized I had some miscellaneous...
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7 Essentials for a Customer Service Voice and Style Guide

This article was originally published on CustomerThink on October 12, 2018. Click here to read the original post. Over the past few years, I’ve worked with dozens of our new clients at FCR to help them design a quality process...
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The Customer Service Advice We’re Thankful For

If you’re having trouble finding something to be thankful for, try emailing a thousand or so of your friends and colleagues and ask them to share what they’re thankful for. That’s what I did recently here at FCR for the...
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Customer Experience Insights From the Innovators

Of my heroes for their ability to tell an amazing story, Walter Isaacson, author of biographies on Albert Einstein, Benjamin Franklin, Steve Jobs, and others easily makes the list. I just finished a listen of his book, The Innovators, and...
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Customer Service Inspiration from my Bookshelf

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post. Can we all acknowledge that customer service is a hard job? Whether we’re working at...
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5 Tips to Go From Scary to Scary Good Customer Service

It’s Halloween, the season of scary, and it only makes sense to spend a little time talking about scary customer service experiences. In my past several years of blogging on the topic, I have both my good and bad customer...
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Unlocking the Past to Help in the Present

I’m not one of those people you’ll ever hear utter the phrase, “Everything happens for a reason.” It’s a nice thought when we’re the recipient of a million bucks, or we just so happen to get a great parking spot,...
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Holistically Approaching a Frazzled Customer Service Professional

How committed are you to getting that deposit back when you purchase and consume a beverage in a recyclable container? I was committed enough to go to my local grocery store — that was before I realized I had to...
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4 CX Actions for the Cash-strapped, Resource-limited Contact Center

This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to...
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