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Writing Portfolio

Browse through a selection of B2B and B2C content that I've created and updated over the past few years.

B2B Content

Calabrio •

What Elephants and Customer Experiences Have in Common

Elephants have the largest brain of all land mammals and the ratio of their brains to their overall body mass is not far behind that of humans. So, why am I mentioning this seemingly random observation? Well, it’s important because humans are very much like elephants: they have amazing memories. This means they rarely forget wonderful or horrible customer experiences.

As we enter this period of economic uncertainty, there is a growing concern that organizations will hunker down and focus solely
Calabrio •

Are Contact Centers Missing Out on Delicious Customer Data?

I remember the good old days when sweet shops existed on every street. The walls were lined with shelves, filled with large plastic tubs of our favorites—rhubarb and custards, pear drops, lemon bonbons, kola cubes, flying saucers… Happy days. If I owned a sweet shop, I’d have a hard time resisting temptation as I am rather drawn to a sweet or six. Bringing this back to customer service, I feel the industry is very much like the sweet shop that’s located off the beaten path. Our sweets are our cu
Calabrio •

Make the Most of Your WFM Forecasting Process

Creating a Forecast from Scratch with no Historical Data

When you need to create a forecast but don’t have any data to pull from, where do you start? Often, this requires some creativity. Is there an existing forecast that is similar to what is expected? If so, pull your information from there.

Existing patterns, even just a week, can give enough data to get started with your forecasting process until better data is available. Remember, even a “best guess” forecast is better than no forecast.
Calabrio •

Redefine the Customer Journey with Calabrio Analytics

Making smart financial decisions can be challenging. Many people don’t know where to start, what it takes to achieve their life goals, or whom they can turn to for advice. That’s where GreenPath Financial Wellness comes in. GreenPath is a trusted national nonprofit that provides financial counseling services. They have spent over 60 years empowering people to lead financially healthy lives. Working with Calabrio Analytics helps them redefine the customer journey with greater efficiency. Since Gr
Calabrio •

Calculating Occupancy Rate in Contact Centers

Along with other essential metrics used to monitor call center efficiency and performance, occupancy rate is vastly important. With the rise of virtual contact centers, leaders need to stay on top of customer interactions and understand the time agents spend resolving customer inquiries. This has become a bigger challenge with the digital transformation of many contact centers and how they manage remote agents.

Occupancy rate refers to the percentage of time that agents spend directly dealing w
Calabrio •

Essential Principles of Quality Management

What Are Key Principles of Quality Management in Contact Centers? There are four principles that can greatly impact QM in contact centers, such as: Let’s expand on these principles to see how they can be applied.

A lack of vision within contact centers can cause widescale problems. In cloud-based contact centers, focusing on agents is critical and aligning quality programs with the company’s vision and objectives is paramount for reaching quality management success. Quality is not a static proc
Calabrio •

Make Sure Your Contact Center Agents Know You Love Them

Are you looking for more ways to increase your contact center agent appreciation? A fun way to show your agents you love them is by using the five love languages. In his 1995 book, “The Five Love Languages,” relationship guru, Gary Chapman, outlines the five ways to express and experience love. These “love languages” include receiving gifts, quality time, words of affirmation, acts of service (devotion), and physical touch. While using love languages is helpful for relationships, it can also be
Calabrio •

How Generation Z Employees Will Save the World

Every generation brings to the workplace a set of characteristics that are shaped by the events and cultural norms of the day. Take Generation Z, Gen Z, or Zoomers as they are fondly called. Born between 1997 and 2015, Generation Z employees account for nearly 25% of today’s workforce. While it shares the advantages of being the first generation of mobile natives, Generation Z faces other challenges such as growing up in a recession, being thrust into a world of work during a global pandemic, an

B2C Content

Electric City •

What Is An Electrical Sub Panel? (Information Guide)

The powerhouse of your home’s electrical system is the circuit breaker box, commonly known as the main service panel. This is the main feed where power enters the home from the utility company via the meter to be distributed to various branch circuits of the home. An electrical sub-panel, also known as a service panel, connects the main service panel with branch circuits further down the line.

Electrical subpanels play an essential role in distributing power to different areas of your home or p
Mars Restoration •

How To Walk On A Roof (Safety Guide)

Whether you realize it or not, there may come a day when you need to grab a ladder and carefully ascend to your roof for inspection. Usually, this type of task is best left to the professionals, but there are ways for you to walk safely on a roof. It’s not something to take lightly, considering falls from roofs could be deadly.

Safety should be your top priority when deciding to walk on a roof. But where should you begin? Read on to learn more about how to walk on a roof safely.

How to Walk on
CJB Law •

Wrongful Convictions in Minnesota

When innocent people are put behind bars, it undermines the credibility of our legal system and is often devastating to one’s well-being. Unfortunately, many factors lead to wrongful convictions in Minnesota, including unreliable eyewitness identification, false confessions, insufficient forensic data, and racial bias in the court system. You shouldn’t have to suffer from the harmful effects of a wrongful conviction, and the team at CJB Law is here to help. Read on to learn more about the crimin
Richfield Concrete •

5 Commercial Businesses That Can Benefit From a Finished Concrete Garage Floor

Interior concrete flooring has become a popular business option among many industries today due to its affordable and high-quality results. There are various applications for concrete floors since they can be so customizable. Plus, polished concrete can look stunning while also withstanding extreme pressure.

So, what commercial businesses can benefit from a finished concrete garage floor style?

Let’s dive into what makes concrete the preferred material for many industries and some great exampl
Mottaz & Sisk Injury Law •

7 Steps to Take Immediately After a Car or Truck Crash

Unfortunately, accidents can occur when you least expect them. While you can’t stop the unpredictable from happening, you can take steps to protect yourself after the fact.

Injuries resulting from a car or truck accident can lead to hefty medical bills, car repairs, or even require you to find an auto accident attorney. Following your accident, you’ll need to take action to ensure you receive just compensation for lost wages, medical bills, and everything in-between. Since the action you take i
Spa MD •

How Drinking Water Preserves Your Skin

There is nothing quite like clean, healthy-looking skin to reflect a person’s beautiful features. So, if you’re looking for the secret ingredient to gorgeous skin, it’s essential to start with the basics: hydration, hydration, hydration.

Standard skincare methods include moisturizing lotion, eating plenty of fruits and vegetables, and exfoliating sunburned skin. Gaining those essential nutrients has a massive impact on everyday performance and appearance, which is why it’s so important to drink
Advantage Construction •

How To Spot Damage To Your Home’s Gutter System (and What To Do About It)

It’s raining, it’s pouring, and suddenly the gutters are overflowing.

The last thing you want to see during a thunderstorm is that your gutters aren’t working correctly. So instead of dealing with the headache after your home has sustained water damage, it’s essential to keep your eyes peeled for any issues ahead of time.

But how can you tell if your gutters aren’t working correctly or in need of repair? Beyond more obvious signs, like cracks and leaks, there are several ways to spot issues be
KG Landscape Management •

7 Waterfall Designs for Small Properties

Did you know that being near a body of water can have therapeutic health benefits? Since humans are made of nearly 70% water, we are naturally drawn to bodies of water. This deep biological connection enables humans to gain so many calming effects from the sound and sight of water.

This reaction floods the brain with relaxing neurochemicals that encourage ease, increase blood flow throughout the body, and even promote wellness.

Adding a tranquil waterfall design to your property is a great way

What is the Impact of Social Data?

People spend on average two hours and half a day on social media applications. Social media has become one of the best marketing places for companies to connect with consumers.

There is no denying that social media has taken the world by storm. In the last two years, the number of social media users exponentially grew, leading to today when nearly seven-in-ten Americans actively use social platforms to share information, engage with popular topics, and stay connected with one another. With so m
Dallas Texas - Total IT •

Proactive Approach To Tech: Why Hire a Dedicated IT Service?

With technology constantly evolving, it’s no secret that companies need to stay up to date to be competitive. Thankfully managed IT services target high-risk threats, debug technical issues, and keep your business running smoothly.

In this blog, we’ll explore the numerous benefits of hiring a dedicated IT service. Read on to learn more about what managed IT services can do for your business.

What Is a Dedicated IT Service?

A dedicated IT service specializes in maintaining and keeping your IT
Lindberg Process Equipment •

How Heat Recovery Steam Generators Help Industrial Processes

As the power generation industry continues to drive forward a greater demand for efficiency, technology needs to exceed expectations.

One of the essential parts of a cogeneration or combined cycle mode is a Heat Recovery Steam Generator, commonly referred to as HRSGs. Located between a diesel generator or gas turbine and a steam turbine, they produce electricity with steam. To better understand this power generation process consult power industry experts.

Consultants, plant engineers, and all