PORTFOLIO: FONOLO

Fonolo is a call center software with a mostly US-focused audience. It’s mission? To eliminate hold time forever with its patented call-back software. The blog, which has been publishing consistently since 2010, is one of the top customer service blogs in the industry, and continues to generate awareness amongs call and contact center professionals. While…

ARTICLE: “Unlock your Potential”: ADP Canada and the Secret Behind Customer Service Success

I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference. Joined in this conversation was Jessica Cryer, CSPN’s VP of Business and Customer Service Strategy, and during it, we dug deep into how ADP Canada was able to achieve such a feat.

PORTFOLIO: Freelance Writing

Since 2010, I’ve been a freelance writer and editor of all trades. News, historical articles, social media posts, websites, pop culture interviews, and scholarly journal articles are all in my tool belt. Some of the most fun I had was writing for The Canadian Encyclopedia, and several arts publications. Here is a smattering of them….

PORTFOLIO: PAYBRIGHT

PayBright is Canada’s leading installment payment provider in Canada, making it easier for consumers to buy now, and pay over time either biweekly or monthly. Some major retail players offer PayBright to consumers at checkout in Canada, including Lulu Lemon, Hudson’s Bay, Taylormade, Samsung, Wayfar, eBay, Sephora, Oakley, and Steve Madden. At PayBright, I continue…

ARTICLE: Inside the Millennial Brain: What They Really Want from Retailers

*This article first appeared on PayBright’s Talking Shop blog, a new website that the PayBright marketing team worked on to deliver the latest news, views, and ‘bright ideas’ to Canadian merchants and customers.* You can find the original post here, as well as a host of other helpful articles! The ‘Millennial archetype’ that may come…

ARTICLE: What The Simpsons Can Teach Us About Customer Service

Listen: We can learn a lot from cartoons. I can think of few better examples than The Simpsons, an arguable work of art now approaching its 30th year on air. With never-ending talent churning through its writers room, the show is regarded not only as a universally-identifiable comedic cartoon, but also as a source of…