Leadership Blogs


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...
Read More

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...
Read More

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...
Read More

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...
Read More

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...
Read More

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...
Read More

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,...
Read More

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...
Read More

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...
Read More

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...
Read More

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...
Read More

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...
Read More