Posts Tagged "Customer Support"

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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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5 Tips to Go From Scary to Scary Good Customer Service

Share this article: It’s Halloween, the season of scary, and it only makes sense to spend a little time talking about scary customer service experiences. In my past several years of blogging on the topic, I have both my good...
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Synchronous vs. Asynchronous Support Channels: Which is Better for Agents and Customers?

Share this article: This article was originally published on August 15, 2018 on CustomerThink as part of Jeremy’s regular advisor column. Click here to read the original post. I’ve found the topic of support channel mix to be an interesting...
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Eating Your Own Dog Food

Share this article: 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...
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3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Share this article: 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...
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Surveying the Omnichannel Landscape

Share this article: 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...
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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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1 Good, 1 Bad, & 1 In Between Racing Experience

Share this article: I just completed another full marathon (26.2 miles) — my ninth. I started running almost ten years ago and my goal is to complete a tenth before the end of the year. The latest was the annual...
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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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Contact Center Metrics ARE Customer Experience Metrics

Share this article: This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original. We’re rapidly approaching three years since I joined FCR as Head of Quality. Upon joining, I was tasked with a...
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