Your call center is not a revenue centerAt a contact center conference last fall, the most packed breakout session was titled: How to Turn Your Contact Center into a Revenue…Jan 22Jan 22
What is the ROI of customer love?The driveway stretched out like a winding invitation to the massive front doors. As I reached the entrance, Linda appeared, framed by the…Dec 16, 2024Dec 16, 2024
If we just eliminate the humans, customer service would be betterIf we just eliminate the humans, customer service would be betterJun 11, 2024Jun 11, 2024
Be wary of customer feedbackOn April 23rd 1985 CEO of Coca-Cola unironically proclaimed — “We have never been more sure of anything in the history of the company”.Feb 26, 2024Feb 26, 2024
What never changes in Customer serviceI went to lunch with a friend who is a divorce attorney here in Oklahoma City.Dec 12, 2023Dec 12, 2023
Short inspiring stories about customer servicewas at a quail Hunt, and looked more out of place than an eskimo in a desert. My ulterior motive was to meet my CEO mancrush — the late…Jul 29, 2023Jul 29, 2023
Mrs Lincoln, other than that how did you like the play?Here’s a disturbing new trend — there are machines in airport bathrooms that you’re supposed to touch AFTER using the bathroom to indicate…Apr 3, 2023Apr 3, 2023
The lies start as soon as the phone ringsOur generation spends about 43 days of our lives on hold. Executive after executive at your favorite brand promises to “improve the…Mar 16, 2023Mar 16, 2023
Why Satisfaction is always so elusiveWould you rather be a king 500 years ago or a middle class person today?Mar 2, 2023Mar 2, 2023
I love Customer Service, Customers not so muchPeggy is a young employee at an ad agency in the show Mad Men, she is visibly upset about her lack of recognition and decides to go discuss…Jun 21, 2022Jun 21, 2022
The Confusing world of Call Center TechnologyOne late afternoon in a modest conference room in Paragould Arkansas, we are watching a demo from an upstart company called Salesforce.May 8, 2022May 8, 2022
No one knows how to Calculate First Contact ResolutionThe most important thing a contact center can do is resolve customer inquiries the first time.Mar 9, 2022Mar 9, 2022
The Most Honest Book ever written about customer serviceA lot of people will be mad at me after reading this book. A part of me wishes someone else wrote this book. It is a lot more fun to be…Dec 21, 2021Dec 21, 2021
The Term Customer Experience has lost all meaningI grew up in customer service — the red headed step child in every company. Then customer experience became a thing, I signed on without…Dec 3, 2021Dec 3, 2021
The Obituary of the Call CenterWithout any fanfare the Telephone as we know it died.Oct 25, 2021Oct 25, 2021
Your customer service will never be legendary, even if you copy the best companies in the world.It is 104 degrees. I am wearing a blazer in Las Vegas walking into an office building. I have brought my team here for an offsite which…Oct 11, 2021Oct 11, 2021
Stop Chasing Happiness“Life swings like a pendulum backward and forward between pain and boredom”Feb 12, 2020Feb 12, 2020
Ep 7. Being a Call Center Agent Sucks and how we can fix it — BetterXperienceI asked an executive if his son would be considering a job in his own call center from the look on his face, you would think I was…Feb 28, 2016Feb 28, 2016
What Customer Service And Prostitution Have In Common — BetterXperienceOn one spring morning, I had 2 very upset employees in my office, they were both in tears, one was a great frontline customer service rep…Dec 24, 2015Dec 24, 2015
