Use my SPKR code to get $200 off your registration. Like any modern relationship, the one between marketing and customer service is complicated. Marketing needs to know a lot more than they do about what it's like to work in their company's contact center. Until they understand what frontline customer service agents do all day, […]

Use my SPKR code to get $200 off your registration. Like any modern relationship, the one between marketing and customer service is complicated. Marketing needs to know a lot more than they do about what it's like to work in their company's contact center. Until they understand what frontline customer service agents do all day, […]

Register now for ICMI's Contact Center Expo and attend my session on Weds, May 15: Five Things You Should Stop Writing to Customers Right Now You may be writing to customers in newer channels like social, chat or SMS, and with newer tools like chatbots. But if you're using old, played-out words and phrases when you […]

Register now for ICMI's Contact Center Expo and attend my session on Weds, May 15: Five Things You Should Stop Writing to Customers Right Now You may be writing to customers in newer channels like social, chat or SMS, and with newer tools like chatbots. But if you're using old, played-out words and phrases when you […]

Join me for my session at the Contact Center Connections conference in Chicago: "How to Deliver Consistent Communication in an Omnichannel World"