#CustomerService

Oct 26, 20193 min read

Emotional Affinity, Customer Service, and Collecting

When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up...

Jun 28, 20195 min read

The Rustici Story: How Happy Employees Create Happy Customers

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals...

May 15, 20196 min read

Jeff Toister Keynote at ICMI Contact Center Expo 2019 – Hidden Obstacles to Outstanding Customer Ser

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The Expo hall is crammed with state-of-the-art...

Jul 9, 20183 min read

Japan: The Land of Amazing Service Culture

My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker...

May 8, 20186 min read

Creating Customer Heroes: How Your Agents Can Become Customer Storytellers

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents...

Feb 4, 20184 min read

Enhancing Customer Service Interactions With DiSC

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options...

Jan 11, 20183 min read

How To Set Better Goals For Your Customer Service Team

Happy 2018, folks! Ready or not, the new year is here. And with the turn of the calendar comes everyone’s favorite annual process: goal...