Share this article: July marked two years since moving to Oregon from Southern California, where I lived for 30+ years. I decided it was finally time to shed the “new to the area excuse” and find a new dentist. I...
Share this article: I’ve spent most of my professional career in a contact center, and let me tell you what us customer service operations folks are really good at. We excel when it comes to putting enough people in seats....
Share this article: A client recently posed an interesting question to our team, asking, “Is it possible to quality monitor 100% of our telephone calls?” This is a great question. To answer it well, we first need to understand the...
Share this article: FCR is pleased to welcome Jim Jones, founder and CEO of Voyant Consulting, as a guest author to our site. Voyant is a Chicago-based firm that helps clients improve customer loyalty by improving their Customer Service organizations....
Share this article: It’s pretty standard these days for a customer communication platform to have built-in survey functionality for customers to rate the quality of their interactions with customer service. To name a few: Zendesk asks, How would you rate...
Share this article: We recently had a client ask us for feedback about a couple issue types that were a source of customer dissatisfaction. Our client was preparing for a meeting where multiple departments would be discussing these issues and...
Share this article: One of the best analogies on customer churn (the rate at which customers cancel) and customer loyalty is that of the leaky bucket. Picture a bucket into which flows all of the new customers that sales and...
Share this article: I was sitting in a meeting with one of our program managers recently and she shared an exercise she regularly does with her team. I thought it was so good that I wrote it down and told...
Share this article: Photo Credit: Rickey Henderson, 1983 by Gary Stevens via CC License This blog post was originally written for OneReach and can be found here. I’m a huge baseball fan— a Los Angeles Angels of Anaheim fan to be...
Share this article: This week’s episode of the TED Radio Hour was particularly powerful as it explored the world through the lense of designers. The first segment highlighted a TED Talk by Tony Fadell, CEO at Nest. Oh and he...