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Murphy Fraser
864 posts
Murphy Fraser
@murphyjfraser
#CCTR • #CX • #CustServ | Consultant | People are my passion | Opinions are my own.
Wisconsin, USA Katılım Mayıs 2017
560 Takip Edilen855 Takipçiler
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@CXAccelerator @JwKcx @robconnellyvis1 @BeckyRoemen @LeslieO @jacobshields20 @esmancuso @stacysherman @jtwatkin How lucky I feel to have met this crew through @CXAccelerator! Thanks for bringing us together, Nate. Virtually, in person, and always in spirit! 🥰
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Murphy Fraser retweetledi
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@BrembergEric Thanks, Eric! I hope you found something useful to take away and carry with you. Appreciate you spending time with me today! #CCExpo
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“Promises made does not often mean promises delivered.” - @BeckyRoemen on why we need to need to align initiatives back to building the basics and defining strategy. #CCExpo
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“Tech debt ruins the agent experience.” Think about that one for a second folks.
@CXAccelerator #CCExpo
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@jacobshields20 @CallCenterICMI @SouthwestAir @fly2ohare @Delta Oh no, Jake! This is not good news… but I am admittedly happy to know that (eventually) you will arrive and we can say hi!
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@murphyjfraser @CallCenterICMI @SouthwestAir @fly2ohare Great shoutout and what an epic way to hear the instructions!
Meanwhile @Delta has me delayed and most likely missing my connection. Here’s to hoping a miracle happens 😂
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Headed to @CallCenterICMI #CCExpo today y’all and what a fun #CX moment!
@SouthwestAir - give your @fly2ohare employee, AJ, a big kudos for her beautiful vocal rendition of boarding instructions. I’m not on her flight, but what a delightful way to begin this journey! 🥰
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@jtwatkin @LeslieO @stacysherman @CXAccelerator @justinmrobbins @seatoncx @jacobshields20 @robconnellyvis1 @toister @bradcleveland @esmancuso @BeckyRoemen See y’all soon!
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The #CXQOTD for Oct 24:
In a GIF, how excited are you for #CCExpo22 this week?
@LeslieO @stacysherman @CXAccelerator @justinmrobbins @seatoncx @jacobshields20 @robconnellyvis1 @toister @bradcleveland @esmancuso @murphyjfraser @BeckyRoemen
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@jtwatkin @in_queue @RussLoL @kendalrodgers_ @jo_simcox @esmancuso @theccdoctor @jaredorr10 @michelleRPO @CXpert @jacobshields20 @KayPhelpsTweets @GregOrtbach @drumondmary @JeremyHyde_ A prereq to fostering positive connections? Creating & establishing trust-to be human, vulnerable, fun. Remember the personal things people tell you & bring them up! Ppl can read through surface “connections”, so deposit emotional currency in each other’s “bank accounts” #CXQOTD
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The #CXQOTD for Jan 12:
How do you foster positive connections at work?
@in_queue @RussLoL @kendalrodgers_ @jo_simcox @esmancuso @theccdoctor @murphyjfraser @jaredorr10 @michelleRPO @CXpert @jacobshields20 @KayPhelpsTweets @GregOrtbach @drumondmary @JeremyHyde_ #ex #cx
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@bossladyCX 100%, @bossladyCX! Same principle applies to customers.
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If we focus all our efforts on marketing and onboarding clients...who's there to take care of them AFTER?
Murphy Fraser@murphyjfraser
@jtwatkin @CXpert @michelleRPO @stephaniethum @bossladyCX @RehbeinDanny @heycxguy @avdingus @globaldenton @nktripathi101 @sudhbhat @surveyguru_bc @sherikendall @LeslieO @RussLoL @NealDlin Ooo good one, @jtwatkin! I’d like to see human-centered design carry through the employee OFFBOARDING experience. Too many treat ppl like dirt & haven’t optimized the processes when they leave. The #EX here is just as important as how the relationship starts. #CXQOTD
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Hot take! Instead of making a list for *new* #tech in the #cctr, many would be wise to focus on optimizing *existing* tech. I’m seeing lots of folks shelling out $ for the latest & greatest, but failing to improve what’s already in place. Can’t layer new tech on bad foundations!
Jeremy Watkin@jtwatkin
The #CXQOTD for Dec 16: What contact center technology is on your wish list for 2022? @JeremyHyde_ @cx_scott @in_queue @thecallcenterc1 @theccdoctor @NTIatHome @murphyjfraser @ndytg @NealTopf @SeanBHawkins @_Glenna_Mae @TomRichard11 @jacobshields20 @KayPhelpsTweets
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@jtwatkin @JeremyHyde_ @cx_scott @in_queue @thecallcenterc1 @theccdoctor @NTIatHome @ndytg @NealTopf @SeanBHawkins @_Glenna_Mae @TomRichard11 @jacobshields20 @KayPhelpsTweets Hot take? Instead of making a list for *new* #tech in the #cctr, many would be wise to focus on optimizing *existing* tech. I’m seeing lots of folks shelling out $ for the latest & greatest, but failing to improve what’s already in place. Can’t layer new tech on bad foundations!
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The #CXQOTD for Dec 16:
What contact center technology is on your wish list for 2022?
@JeremyHyde_ @cx_scott @in_queue @thecallcenterc1 @theccdoctor @NTIatHome @murphyjfraser @ndytg @NealTopf @SeanBHawkins @_Glenna_Mae @TomRichard11 @jacobshields20 @KayPhelpsTweets
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@jtwatkin @CXpert @michelleRPO @stephaniethum @bossladyCX @RehbeinDanny @heycxguy @avdingus @globaldenton @nktripathi101 @sudhbhat @surveyguru_bc @sherikendall @LeslieO @RussLoL @NealDlin Ooo good one, @jtwatkin!
I’d like to see human-centered design carry through the employee OFFBOARDING experience. Too many treat ppl like dirt & haven’t optimized the processes when they leave. The #EX here is just as important as how the relationship starts. #CXQOTD
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The #CXQOTD for Dec 15:
What's on your 2022 wish list to improve #EX?
@CXpert @michelleRPO @stephaniethum @bossladyCX @RehbeinDanny @heycxguy @murphyjfraser @avdingus @globaldenton @nktripathi101 @sudhbhat @surveyguru_bc @sherikendall @LeslieO @RussLoL @NealDlin #cx
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@jtwatkin @SeanBHawkins @JeremyHyde_ @sherikendall @mattbikewith @LeslieO @in_queue @cx_scott @RehbeinDanny @theccdoctor @thecallcenterc1 @heycxguy @_Glenna_Mae @Press1ForNick @esmancuso Balance is a tricky/elusive thing, esp in the #cctr. But when you have good foundations in WFM, QM, ppl mgmt, etc. & a clear strat in place to guide you, balance gets easier & prioritization can occur. Too many CCs lack these things = constant 🔥 fight mode = no balance. #CXQOTD
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The #CXQOTD for Dec 8:
What's the right balance for a contact center leader?
@SeanBHawkins @JeremyHyde_ @sherikendall @mattbikewith @LeslieO @in_queue @cx_scott @RehbeinDanny @theccdoctor @thecallcenterc1 @heycxguy @_Glenna_Mae @murphyjfraser @Press1ForNick @esmancuso
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The #CXQOTD for Nov 12:
In a GIF from your favorite movie or TV show, describe how you feel when a company does the right thing.
@AilsDay @tanujdiwan @stephaniethum @DebbieSzumylo @cx_scott @kendalrodgers_ @CXexcellence @edifyCMO @heycxguy @murphyjfraser @globaldenton #CX
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@jtwatkin @NicholasZeisler @CustomerIsFirst @JoshRaps @loyaltyrocks @luismelo78 @AnshulBahl @milescthomas @Schulbz @drumondmary @LilianaPetrova @rnanjad @ClareMuscutt @avdingus @AilsDay #CX leaders should continue to…
Ask hard questions. Welcome tough answers.
Challenge the status quo.
Embrace small, incremental change.
Champion the needs of the frontline folks serving & supporting customers.
Rest. Recharge. This is hard, lifelong work!
#CXQOTD
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The #CXQOTD for Oct 25:
“What one thing should #CX leaders continue doing?”
@NicholasZeisler @CustomerIsFirst @JoshRaps @loyaltyrocks @luismelo78 @AnshulBahl @milescthomas @Schulbz @drumondmary @LilianaPetrova @rnanjad @ClareMuscutt @avdingus @AilsDay @murphyjfraser
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@jtwatkin @tanujdiwan @IngridsPaixaoz @cx_scott @NicholasZeisler @seatoncx @CxExcellence @thecallcenterc1 @heycxguy @SeanBHawkins @cxcentricglobal @mundocx @theccdoctor @sudhbhat @NTIatHome @Scottywerner1 Nope; they sure aren’t!
But I like to say…
The customer isn’t always right, but they *always* deserve to be heard.
#CXQOTD
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The #CXQOTD for Oct 20:
Is the customer always right?
@tanujdiwan @IngridsPaixaoz @cx_scott @NicholasZeisler @seatoncx @CxExcellence @thecallcenterc1 @heycxguy @SeanBHawkins @cxcentricglobal @mundocx @theccdoctor @sudhbhat @NTIatHome @Scottywerner1 @murphyjfraser #cx
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@jtwatkin @SeanBHawkins @TomRichard11 @JeremyHyde_ @_Glenna_Mae @cx_scott @esmancuso @toister @dave_dyson @RoyAtkinson @theccdoctor @thecallcenterc1 @RehbeinDanny Knowing =/= doing! Mgrs should have foundational & practical understanding of all workflows, processes, pain points, etc., but don’t need to know all the hows. Must shadow, listen, and learn from #frontline. But #1 focus should be coaching & working on the biz, not in it. #CXQOTD
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The #CXQOTD for Oct 5:
“How much do #customerservice managers need to know about front line work?”
@SeanBHawkins @TomRichard11 @JeremyHyde_ @_Glenna_Mae @murphyjfraser @cx_scott @esmancuso @toister @dave_dyson @RoyAtkinson @theccdoctor @thecallcenterc1 @RehbeinDanny #cx
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@jennysuedempsey @jtwatkin @LeslieO @AilsDay @NealDlin @mrpatto @stephaniethum I’m obsessed. If it was the only thing that was healthy and sustainable to eat… I would only eat it. I have strong cheese opinions - let’s talk. 😂 🧀
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Taking over #CXQOTD for @jtwatkin w/ a silly Q: Do you like #cheese? We all have thoughts on it, whether we eat it or not. Makes for a casual ice breaker q at #networking events. Tell me what you think about 🧀 @LeslieO @AilsDay @NealDlin @mrpatto @stephaniethum @murphyjfraser
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