SaaS, UX, customer experience (CX), emerging technology, remote work, engineering & IT, software, data security, HR, marketing, SEO, freelancing, digital marketing
This holiday season, delight customers who call your contact center
Expecting higher call volume but want to maintain service levels? This holiday season, give your customers the gift of faster, more personalized customer support on their channels of choice.
I researched and ghostwrote this article about how contact center managers can prepare their call center agents to deliver a top-notch customer experience (CX) during the busy holiday shopping season.
2020 CX Retrospective & Trends to Look for in 2021
I ghostwrote this recap of a recorded webinar with the goal of getting readers to want to hear the full webinar. The topic of discussion was the biggest trends in customer experience during 2020 and what to expect in 2021.
What running a virtual contact center feels like for your IT team
I researched and ghostwrote this blog post about how to create a better customer experience how the shift to remote work affects IT teams serving call centers and contact centers.
ADP vs Paychex vs Gusto Comparison: 8 Solutions to Pay Remote Workers
I researched and ghostwrote this blog post about remote payroll services. I also interviewed subject matter experts.
Remote Working Tools to Copy from Automattic, Zapier & Buffer in 2020
I researched and ghostwrote this blog post on remote work tools used by leading companies.
How Becoming an Authority Can Even Save Your Life - Copyblogger
This essay is the Grand Prize winner of the first-ever Copyblogger Media Essay contest, for which writers had 250 words to discuss “why it’s essential to be an online authority.”
ROSS and Watson tackle the law - IBM Watson
The focus of this story is on ROSS, a startup that came out of University of Toronto, which won second place in the Watson University Challenge. ROSS is poised to transform the legal industry by reducing the time lawyers spend on time-consuming legal research, enabling them to do their jobs better.
How Do I Service Retail Customers Using At-Home Agents?
I researched and ghostwrote this blog post about how to create a better customer experience using at-home agents for customer service.
How IoT Fixtures Will Power the Bathroom of the Future
I researched and wrote this article for the Chief Marketing Officer of a growing technology startup. The topic is wireless power and how IoT fixtures will power the bathroom of the future.
Using At-Home Agents in the Travel Industry
I researched and ghostwrote this blog post about how to help your stay-at-home agents provide remarkable customer service by giving them the tools and support they need.
The Global View of College Students
I did research, reporting, and ghostwriting for the book "Hooked Up: A New Generation's Surprising Take on Sex, Politics and Saving the World" by Jack Myers. The International Book Awards have recognized Hooked Up as Best Book in the ‘Youth Issues’ category and finalist in ‘Women’s Issues’ and ‘Popular Culture’ categories and it was also covered by DigiDay.
7 Stats to Kick Off 2020 with: Why Your Business Should Be Using WhatsApp
I researched and wrote this blog post to show readers statistical evidence that makes a business case for using WhatsApp Business API to connect and interact with consumers.
VMS and Services Procurement Technology Selection in 2015
This blog post is a recap of the recent Spend Matters/Beeline webinar about how to choose a VMS.
How Millennials Are Making the Extended Workforce a Better Place
*Per Spend Matters, this was "one of the top 5 sponsored blog posts from 2015"
Discover the role millennials play in the extended workforce and how enterprises can adapt to the future of the workforce.
Onboarding for CWM Success in the Era of the Worker
Buyers of contingent labor should know that it's the era of the worker & they must respect the candidate experience and have visibility into the entire extended workforce.