Posts Tagged "culture"


5 Ways Leaders Can Inspire a Culture of Service

Share this article: This article was first published as a featured contributor on the ICMI blog on January 30, 2018. Click here to read the original. Right out of college I was hired to work on the customer service team at a...
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Small Town USA

Share this article: “No I cannot forget where it is that I come from I cannot forget the people who love me Yeah, I can be myself here in this small town And people let me be just what I...
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Reviewing The Service Culture Handbook by Jeff Toister

Share this article: It’s no secret if you’ve followed my blog for any length of time that I’m a huge fan of Jeff Toister. Following his first book, Service Failure, he’s become a leading voice when things don’t go right in customer service...
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FCR Is The Place

Share this article: I’ve been spending time lately talking with quite a few people about the call center industry.  I hear the same refrain over and over again — “They just don’t care about the employees,” or, “It’s all about...
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From Frontline Customer Service to Leadership

Share this article: By Jeremy Watkin & Sheri Kendall-duPont | Originally published on January 13, 2016 This article was originally written as a guest on the ICMI website. The original article can be found here. Thank you to ICMI for having us as guest writers on your website. When...
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Preserving Culture And Quality Amid Growth

Share this article: I recently had the privilege of being interviewed by Jeff Toister, author of Service Failure and President at Toister Performance Solutions. He wanted to hear about my transition to FCR and with it, a move from managing...
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How Things Have Changed. FCR Circa 2008

FCR 10 Years Later

Hello FCR!!!! It’s hard to believe it has been 10 years now since John and I first started this company. I still vividly remember sitting down with him in an office in Roseburg, laying out out our respective visions for…

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5 Reasons Pirates Know Customer Service

Share this article: Roseburg Director Damon Zeliff shows his “Talk Like A Pirate Day” spirit. Ahoy thar mateys!  It’s International Talk Like A Pirate Day and to say my colleagues at FCR have embraced it is an understatement.  In honor...
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Managers or Leaders?

At one time or another we have probably worked for a good manager. They are great at directing groups, often intensely focused, and they know how to exercise their power and communicate to their employees. In short, they get things…

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Motivating Colleagues

  Why are some outsourcers viewed as simply better than others? What are they doing differently? Why does quality vary to such great degrees across vendors when the actual work being provided is the same? Why do some agents care…

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