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What to do with Customer complaints… Today’s #CXQOTD

https://twitter.com/NicholasZeisler/status/1260963348058738689

By admin|2020-08-29T00:21:20+00:00May 14th, 2020|CXQOTD, Process Engineering, VoC|Comments Off

Does FCR make sense? It depends.

I recently took part in a discussion among CX experts regarding FCR, short in our parlance for First Contact Resolution. That it used to be called First Call Resolution speaks to one point I want to make. We struggled with this in the last job I had as the Director of CX: How to even define FCR. Some [...]

By admin|2020-08-29T19:42:30+00:00May 13th, 2020|CX Thoughts, Measures & Metrics|Comments Off

Getting buy-in for your CX initiatives is today’s #CXQOTD

https://twitter.com/NicholasZeisler/status/1259935997308973060

By admin|2020-08-29T00:21:08+00:00May 11th, 2020|CX Strategy, CXQOTD, Leadership, Measures & Metrics|Comments Off

CX advice from George Lucas? #CXQOTD

https://twitter.com/NicholasZeisler/status/1258783451886444545

By admin|2020-08-29T00:23:30+00:00May 8th, 2020|CXQOTD|Comments Off

Making the best of a bad situation

There’s saturation of Covid-19/coronavirus blogging these days, so I’m mostly avoiding it. Naturally with a caveat like that, this’ll be a post about…Coronavirus of course. But this isn’t about coping or stress or health-in-a-lockdown or how-everything-will-be-different or whatnot. Right as everything was beginning to hit, I was actually in Las Vegas speaking at a conference. [...]

By admin|2020-08-29T19:42:41+00:00May 7th, 2020|CX Strategy, CX Thoughts, Leadership|Comments Off

Alternatives to surveys? Of course! Today’s #CXQOTD

https://twitter.com/NicholasZeisler/status/1258428910938632193

By admin|2020-08-29T00:23:43+00:00May 7th, 2020|CXQOTD, VoC|Comments Off

Here’s a leadership interview I did a while back…

A few weeks back I was interviewed by the great Charlotte Ward for her recurring series. Check it out here!

By admin|2020-05-06T20:20:56+00:00May 6th, 2020|Leadership, Sightings|Comments Off

Engendering a risk-taking culture

Business philosophers, book writers, keynote speakers, and basically anybody with an opinion on the subject will say that one key to success for an organization is to foster and encourage creativity and curiosity. That’s surely a good start, but where the rubber really meets the road and awesome things start happening is when members of [...]