On The Way to SOCAP Annual Conference

/ Oct 17, 2010

I'm on my way to San Francisco for the annual conference of the Society of Consumer Affairs Professionals (SOCAP). Historically, the content of this conference, and the attendees, has been[…]

Read More

Things Aren’t Always What They Appear

/ Oct 14, 2010

When presented with a new problem, an unknown entity, it’s human nature to compartmentalize that new quantity under a heading that is well known and familiar. This process helps us[…]

Read More

Channel Your Energy

/ Sep 15, 2010

Again the dynamic, fast-paced, wild and informative #custserv chat on Twitter last week is bringing me here to see if I can sort through an issue in a slightly lower[…]

Read More

Does Influence Matter In Customer Service?

/ Aug 19, 2010

No. My opinion of that was solidified last week thanks to a band of real smart folks led by Wim Rampen. Wim tossed some tweet chum out there last week[…]

Read More

Tree Frogs & The Social Ecosystem

/ May 27, 2010

Ok, this post has nothing to do with tree frogs, biology or ecology. But, unlike Seth Godin, my brain only has a limited capacity for catchy, pun-filled blog titles. I[…]

Read More

Social Media in the Contact Center – Beyond the Tools. Before the Tactics

/ Apr 27, 2010

I’m thrilled to personally welcome you to the Telerx blog.  Thanks to Telerx for giving me the opportunity to share my thoughts and point of view as we build, what[…]

Read More