Jeremy Watkin

What’s Feedback?

Not too long ago it was breakfast time in our house and my 7-year-old was sitting at the counter, eating a bowl of Cheerios, and apparently studying a box of Legos he had purchased with some birthday money. As he read the words on the box (reading is v...

Quality, Productivity, and Striking the Right Balance

Image by Harald Funken from Pixabay This article was originally published on the ICMI Blog on March 19, 2019. Click here to read the original post. When I say “metrics” what’s the first thing that comes to mind? If your answer is spreadsheet...

Outsourcing Can Make Your Customer Experience Better. Here’s How.

This article was originally published on the Talkdesk blog on March 15, 2019. Click here to read the original post.Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my wa...

A Blueprint for Getting and Keeping Customers (Hint: Make it Ridiculously Easy)

This article was originally published on the FCR blog on April 19, 2019. Click here to read the original post. In November of 2017 I aired out my grievances about a terrible tire buying experience and concluded the post by saying that I’d follow up aft...

5 Technologies that Piqued Our Interest in Q1

This article was originally published on the FCR blog on March 29, 2019. Click here to read the original post and click here to watch a video description of this post. It’s that time of the quarter where we take a few moments to share some of the tools...

4 Guidelines for Switching Channels Without Aggravating Customers

This article was originally published on the FCR blog on March 22, 2019. Click here to read the original. Image by Adriano Gadini from Pixabay I recently contacted a company for customer service regarding a piece of software that was critical to me fi...

Seeing Things From Another Perspective

This article originally appeared on the FCR blog on March 15, 2019. Click here to read the original post. I thoroughly enjoy running and have been doing so for more than a decade. I don’t participate in nearly as many races as I used to but still manag...

4 Tips to Get Value From Contact Center Quality Scores

I have two scenarios for you regarding contact center quality assurance. In the first, imagine a manager or supervisor listening to a phone call...

3 Observations From My Man Crates Experience

I recently received a gift — but not just any gift. It was a Man Crates. Have you ever heard of these folks, because I hadn’t? Allow me to share about my experience.I received a box that contained a wooden crate similar to the dad on A Christ...

4 Tips for Using Slack to Improve Contact Center Communication

This article was originally published on the ICMI blog on January 24, 2019. Click here to read the original post. When I was a customer service manager some of our team members employed a practice I affectionately referred to as “fishing,” or...

When Friendly Customer Service is Secondary

This article originally appeared on the FCR blog on February 20, 2019. Click here to read the original. Shortly after moving to Eugene, Oregon I discovered that the Willamette Valley, which stretches from Portland to Eugene and sits between the coastal...

My Understanding of AI in CX so Far. Things Could Change!

This article first appeared on CX Accelerator on January 7, 2019. Click here to read the original post. I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shif...

I Can’t Believe You Cut Me Off!

It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. New in 2019, the state moved to an online system for fishing and hunting licenses which means we can now carry ...

Journey Mapping in the Contact Center: 6 Insights to Maximize the Value

I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients. While our approach has many aspects to it,...

Surprise! Making Customer Birthday Experiences Stand Out

This article was originally published on the FCR blog on February 1, 2019. Click here to read the original post. My son and I have birthdays a few days apart in January and I always love observing what various companies do to recognize us on our specia...

Caring for Customers. Which Door Will You Choose?

I have many guilty pleasures during the holidays – generally food-related. One of my biggest is eggnog and in recent years I’ve grown to love eggnog lattes. They’re sweet, creamy, and delicious with just a hint of coffee flavor. One cold, rainy Decembe...

5 Contact Center Tech Upgrades to Consider in 2019

The text of this article originally appeared on the ICMI blog on December 5, 2018. Click here to read the original and click here to watch a video where I discuss the content of this article. Hint: Focus on Agent Performance If you’ve sat thr...

How Chat Analytics Differs from Voice Analytics

This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. There’s just one problem...

Sad and Happy Goodbyes

This article was originally published on the FCR blog on December 21, 2018. Click here to read the original. Nobody likes goodbyes, right? Well sometimes we like them....

Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)

This article was originally published on the MaestroQA blog on December 2, 2018. Click here to read the original post. Creating a quality form for your customer service team can be a scary task. Questions abound. How many items should it hold...

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