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Is Resolving the Customer’s Issue Good Enough, or Can We Do Better?
Image by StockSnap from Pixabay As an early-morning runner with a dog, one of the most essential pieces of equipment to ensure success is my headlamp. As a clumsy human trying to control a dog that...
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Puppies, Guest Requests, and FreshDesk: A Tale of Streamlining Puppy Parties
Who doesn’t love adorable puppies at special events? I’m thrilled to be a volunteer with The Animal Pad’s Puppy Party Program where we bring rescue puppies to birthday parties, weddings, and corporate...
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From Junk to Gems: The Connection Between #CX and Furniture Flipping
You bet I stopped and picked this up In a world where “out with the old, in with the new” often prevails, furniture flipping stands as a testament to the transformative power of giving something a...
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4 Lessons I Learned After Being Laid Off
Going through a layoff can be really tough and emotional. Personally, when I got laid off, it shook my confidence, tested my resilience, and left me uncertain about what the future holds. But amidst...
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Angry Feedback is Still Valuable Feedback
Image by ashish choudhary from Pixabay We’ve had a certain lingering bug for a long, long time. We suspected that a bug existed in our system because customers often complained about the aftereffects....
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The 5 Essential Behaviors Before Concluding Customer Interactions
Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team to end every call by asking...
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Response Etiquette for Public Customer Comments
Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or...
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Features, Bugs, Insights and the Art of Solving Customer Problems
Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at...
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Why Contact Center Quality Assurance Matters
Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support...
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The Anatomy of an Effective Contact Center One-on-One Conversation
Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is...
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Thoughts on Serving Ungrateful Customers
Image by Vlad Vasnetsov from Pixabay Have you ever assisted a customer and you really, really wanted to find a solution for them? Yes, I know in customer support our goal is almost always to find...
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