How do I find the right outsourcing team?
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"I'm not an expert in what I need done? What do I look for in an outsourcing team?" The answer to your question, Christine, can be really...
Joel Thiessen
Oct 24, 20232 min read
When is it time to outsource?
When should I be doing the task myself? I had a comment from a friend of mine Christine Deane of DFW Networking Diva on LinkedIn. She...
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Joel Thiessen
Oct 19, 20232 min read
Hidden Wastes - Unveiling Hidden Losses in Your Customer Service Team
Is my customer service spending appropriate? Am I spending too much? Am I spending too little? Honestly, that's a question that needs to...
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Joel Thiessen
Oct 12, 20232 min read
Navigating the Automation Age - Where Automation Meets Empathy
📣 LET ME SPEAK TO SOMEBODY!!!! Have you ever been on the phone with an automation trying to find out an answer yet unable to? Even then...
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Joel Thiessen
Oct 10, 20232 min read
"You Can't Handle The Truth!"
A lot of times in my business, I have had to go to people for help. I need them to tell me the truth even though it sometimes hurts. Some...
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Joel Thiessen
Oct 5, 20232 min read
Should You Correct People Publicly?
I correct people publicly if needed. Most people think I'm crazy for doing so. Correction in public isn't done all the time and when I do...
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Joel Thiessen
Oct 3, 20232 min read
New Direction! No Problem!
"I'm changing my customer service team! My team can't seem to match the new vision!" I have heard this a few times. Maybe a little more...
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Joel Thiessen
Sep 26, 20232 min read
The Invisible Foundation of Every Great Brand
Most people, especially start-ups, disregard this. What is it? Consistency. Start-ups are all about shifting. They are trying to figure...
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Joel Thiessen
Sep 21, 20232 min read
They're from Nigeria!
How could I possibly connect with them? Most people think the same way. They may not admit it though... There are a hundreds of reasons...
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Joel Thiessen
Sep 19, 20232 min read
From Transactional to Relational
Transforming Your Customer Service Approach Relationship starts with a purchase, but like all relationships, they are really built when a...
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Joel Thiessen
Sep 14, 20232 min read
Relationships Suck!
They hurt. They betray. They beat you down They also support. They Love. They lift you up. Customer Service is built on relationships....
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Joel Thiessen
Sep 12, 20232 min read
I made a mistake!
I made a mistake! I'm so incredibly sorry. I think my Canada is showing... In North America, we know what to expect in customer service,...
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Joel Thiessen
Sep 7, 20232 min read
AI is stealing my job!
Yup, eventually it will probably take mine too. I hope so. I'm not worried about it though. In 1836 there were two men named Hiram Moore...
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Joel Thiessen
Sep 5, 20232 min read
Fractional Customer Service Director
This was a new term to me. It's a new term to most people, I think. Legacy does so much for the people that it works with that saying we...
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Joel Thiessen
Aug 31, 20231 min read
Click. Chat. Support at the Speed of Now!
Let's Chat about chat, live chat that is. I'm sorry that was just sitting there. I couldn't help it. What is the usefulness of Live Chat...
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Joel Thiessen
Aug 29, 20232 min read
Service with a Side of Community: Elevating the Customer Experience
Community Creation and management! Now, that's a ton of work! Yup, at the beginning it is. The more you invest into it, the better the...
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Joel Thiessen
Aug 24, 20231 min read
Drowning in Demand? Bring in Reinforcements.
I've been there. You have a thousand things on your plate. ​ You are building your website, learning marketing, testing out products,...
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Joel Thiessen
Aug 22, 20232 min read
Fishing for Compliments? Hire the Right Service Agents!
Agents Assemble Customer Service Dream Team - Spot and Hire the Best! I wish I could forget my first call center hire. Janine, our CEO,...
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Joel Thiessen
Aug 17, 20232 min read
Nobody wants to talk Customer Service
Honestly, neither do I. Nobody wants to do customer service, either. Well... That is where we differ. Our team loves customer service....
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Joel Thiessen
Aug 15, 20231 min read
Reputations that bring clients!
What is your reputation? Honestly. When you talk to your clients what do they say about you? What does Google say about you? I was...
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