Posts Tagged "contact center"


A Miscellaneous Lot of Thoughts on Quality Scoring

Share this article: 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...
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Customer Service Inspiration from my Bookshelf

Share this article: 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...
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4 CX Actions for the Cash-strapped, Resource-limited Contact Center

Share this article: 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,...
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FCR Solutions Spotlight: 8 Essential Features for your Contact Center LMS

Share this article: When you picture customer service training, what key elements come to mind? Some of these elements likely include classroom training with an instructor, watching videos and extensive slide decks, time spent in front of a computer reading...
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Climbing the Mountain One Milestone at a Time

Share this article: Since moving to Oregon a few years ago, I’ve fallen in love with the Cascades, a mountain range with several awe inspiring volcanic peaks. I think of the likes of Mt Bachelor, Broken Top, Mt Jefferson, Mt...
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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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