Below, you'll find a collection of articles and blog posts I've written around the web.
Working in a contact center isn't always exciting, and when it is... that's not necessarily good. As a result, it can be a struggle for even the best contact centers to attract and retain top talent.
June 4, 2019 on ICMI
Companies beg us to take their surveys, but what happens when customers beg for help? Many surveys conclude by telling customers that the company cannot respond to each customer individually.
May 28, 2019 on Tin Cans & String
Imagine what the world will be like after you've checked off every box on your customer experience to-do list. This article explores the contribution of contact centers towards the end of an organization's customer experience journey.
May 1, 2019 on Call Center Weekly
Let’s be honest, most surveys suck. When was the last time you said, “Wow! That was a great survey experience,” as a customer? I’ve never heard those words. Why does it seem to be so difficult not to screw up what should be a relatively simple concept?
April 16, 2019 on Tin Cans & String
Great communicators and leaders will tell you the importance of considering your audience before starting any endeavor. Surveys are no different, but who is this mysterious audience? What do they want from us, and how do we get them to offer us constructive feedback?
February 19, 2018 on ICMI
It’s that time of year again! Presents! It might surprise you (not really) that I had a really nerdy wish list as a kid. I stand by most of my requests, but there are definitely a few items from my wish list that cause me to wonder, “what was I thinking?”
December 24, 2018 on Tin Cans & String
Imagine ordering a replacement credit card or changing your hotel reservation being as easy as texting your friend. That was Apple’s vision when they introduced Apple Business Chat as part of iOS 11.3, released in March 2018.
December 13, 2018 on Tin Cans & String
Live chat support continues to grow in popularity with customers and service providers, but chat has its own nuances and challenges that make it different from other channels. Learn how to to make your chat GREATER than the competition.
September 24, 2018 on Tin Cans & String
Using customer names is the most simple form of service personalization, but it can go wrong. Here are five simple rules to use customer names effectively.
September 17, 2018 on Tin Cans & String
About six months ago, the survey that I've been working on for almost two years went live. It's the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction.
September 9, 2018 on Contact Center Geek