Posts Tagged "contact center"


5 Coaching Techniques That Will Move the Needle

Share this article: 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...
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Calming the Quit Reflex With Coaching

Share this article: 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...
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Right and Wrong

Share this article: 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....
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Turn Your Contact Center Into a CX Lab

Share this article: 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...
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Won’t You Be My Neighbor?

Share this article: Is it any coincidence that I listened to the book, “The Simple Faith of Mister Rogers” by Amy Hollingsworth just last week and today #ThingsILearnedFromMrRogers is trending on Twitter? How did the Internet know? Well actually I...
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The 3 Whys Behind Yes/No Quality Scoring

Share this article: Without exaggeration, I think I’ve seen quality forms for a hundred different companies in my tenure at FCR and can confidently say that they come in all different shapes, sizes, and flavors. Some of that’s to be...
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FCR March 2018 Solutions Spotlight – Reviews of 4 Useful Tools For Your Contact Center

Share this article: As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. While it’s fun fun to see what’s new, it can be a challenge to find the time in our busy schedules...
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Workforce Management According to Jeremy(s)

Share this article: I’m quite fond of the names of a couple members of our Workforce Management Team at FCR — Jeremy Grogan and Jeremy Conway. In fact, I often get copied on emails requesting a detailed schedule analysis or...
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4 Myths About Chat Support. AI to the Rescue?

Share this article: This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost...
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5 Ways Accelerated Learning Can Improve New Hire Training

Share this article: This article originally appeared on the ICMI blog as a featured contributor column on February 15, 2018. Click here to read the original. You’ve just hired a full class of agents who carry with them the promise...
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