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Charlotte Ward and I got back together to talk about the Great Resignation and how to handle things when good people leave your team. Some key thoughts: As always, there’s a lot more content in the podcast; check it out here!
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For Customer Service Week in 2021, Kaizo hosted a series of webinars and panels focused on CS-related topics. I joined Eugenia Chuprina from Reply.io and Rory O’Beirne from Tiquets for a conversation on supporting a team in a remote/hybrid work environment. Kaizo has a bunch of quality information and some notes and take-aways on the…
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In the Fall of 2021 Charlotte Ward asked a number of CX leaders to share a fundamental belief they hold about Customer Support. Here’s my thoughts: In support, I believe it’s all about making a human connection. Let’s face it, pretty much no one is contacting us because they like our product and hope we’re…
