Leadership Blogs


Own Your Stuff!

I was driving home the other day and watched one car rear end another about fifty yards ahead of me. As I pulled up next to them, I witnessed the first car pulling off to the shoulder while the second...
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Eating Your Own Dog Food

I’ve already established that I’m a big fan of my new dentist and their approach to the customer experience. I recently found myself in the hygienist’s chair staring up at the ceiling where she has a cool poster of a...
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Grand Teton National Park

Where Policies and Great Customer Service Coexist

My family and I had a fantastic vacation. Thanks for asking! Seriously though we did a little road trip and saw Rocky Mountain, Yellowstone, and Grand Teton (pictured) National Parks. They are incredible places. After camping for a few days,...
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3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella...
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5 Coaching Techniques That Will Move the Needle

This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality...
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To Apologize or Not To Apologize

When customers contact you with a problem, do you apologize or do you not? Let’s work through a couple scenarios. In the first scenario you work for a SAAS (Software as a Service) provider and a customer is calling in...
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6 Notes from SDX 2018

As a semi-active participant in the Support Driven Slack community I was thrilled to spend a day at the recent SDX conference in Portland. In comparison to last year’s event, they took a nice step forward with more excellent sessions,...
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FCR Solutions Spotlight – Contact Center Tech to Watch from Q2

It’s been an interesting quarter in the contact center technology space. Before jumping into some of the cool tools I’ve seen recently, let’s first run through four updates from technologies I’ve mentioned in the past. Zendesk just announced their new...
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Calming the Quit Reflex With Coaching

On this recent Father’s Day, my wife gave me a free pass to head to the mountains for a few hours to go fishing. I got all my fly fishing gear loaded in the car, including my float tube, and...
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Right and Wrong

The difference between right and wrong can be a tricky thing. No I’m not talking about thou shalt not steal or thou shalt not murder or those sorts of things. I’m pretty well set in that department. Here’s where I...
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Surveying the Omnichannel Landscape

Omnichannel is a word that’s mentioned often in customer support circles and it’s fascinating to see what existing cloud-based platforms like Zendesk and Salesforce are doing to make this a reality. You may want to check out the recent announcement...
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Turn Your Contact Center Into a CX Lab

This article was original published on CustomerThink as part of Jeremy’s regular advisor column on April 13, 2018. Click here to read the original. It’s not uncommon at FCR for one of our clients to reward a top-performing agent on...
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