Jeremy Watkin

A Tale of Two HVAC Repair Experiences — Part 2

This article was originally published on the FCR blog on January 22, 2018. Click here to read the original. In part one of this series I spent a great deal of time griping about my experience with the first HVAC company I enlisted to fix my a...

4 Myths About Chat Support. AI to the Rescue?

A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents...

Innovations to Eliminate Annoying Hold Music

This article originally appeared on the FCR blog on January 22, 2018. Click here to read the original and click here to watch a YouTube video with more information on these technologies. While the telephone has certainly lost some of its market share t...

A Tale of Two HVAC Repair Experiences — Part 1

When it’s cold outside, the service from your HVAC repair technician shouldn’t be. This article was first published on the FCR blog on January 10, 2018. Click here to read the original post. It was during the first frost of the year with the temperatu...

Contact Center Training and Quality – They Belong Together

This article was originally posted on the FCR blog on December 15, 2017 in partnership with my colleague and training expert, Sheri Kendall-duPont. Click here to read the original. In contact centers, training and quality are often mutually exclusive...

A Surefire Blueprint for Losing Customers

This article was first published on the FCR blog on November 28, 2017. Click here to read the original. I’ve only ever purchased tires from...

Stay Nimble with “A La Carte” Customer Service Solutions

Just a bit over a year ago my boss approached me and asked me to start an “Emerging Technologies Team” at FCR. This was...

What You Call Your Customers Is Important

This article was first published on the FCR blog on November 10, 2017. Click here to read the original post. Since writing an article a...

5 Quotes from Chip Bell’s Kaleidoscope

This article was originally published on the FCR blog on October 31, 2017. Click here to read the original. Innovation is a term often reserved...

Quality Scores: Are They Really Necessary?

Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted...

Anything Else? or What Else?

Photo Credit MB298 via CC License This article originally appeared on the FCR blog on October 26, 2017. Click here to read the original. Some of...

What “Onward” by Howard Schultz Taught Me About Customer Experience

This article was originally published on the FCR blog on October 20, 2017. Click here to read the original. I have several books staring at...

Smarter Customer Service: 3 Contact Reduction Strategies That Work

Photo Credit: AlphaZeta via CC License This article was originally published on the FCR blog on October 4, 2017. Click here to read the original...

7 Live Messaging Best Practices From Our Experts

This article was originally published on the FCR blog on September 28, 2017. Click here to read the original. Live messaging channels like chat, SMS...

The CSAT Conundrum: Making Customers Happy vs. Limiting Concessions

In a previous role, I remember when we switched our sign up from an opt-in model to opt-out. This change led to many calls...

5 Tips for Adding a New Service Channel

This article was originally published on the ICMI Blog on August 22, 2017. Click here to read the original post. I have to admit; it’s...

3 Insights from Winning at Social Customer Care by Dan Gingiss

This article was originally published on the FCR blog on August 29, 2017. Click here to read the original. I’ve long been a fan and...

Incentive Programs for Service Agents: A Pre-Implementation Checklist

As a contact center leader, I’ve tried it all when it comes to motivating agents. I’ve done...

My Dentist Just Took Me to Customer Experience School

This article was originally published on the FCR blog on July 22, 2017. Click here to read the original. July marked two years since moving...

More Like Guidelines Than Actual Rules

This article was originally published on the FCR blog on August 9, 2017. Click here to read the original. I love the scene in Pirates...

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