Jeremy Watkin

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...

A Miscellaneous Lot of Thoughts on Quality Scoring

This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations ...

The Customer Service Advice We’re Thankful For

This article was originally published on the FCR blog on November 21, 2018 for Thanksgiving. Click here to read the original post. If you’re having trouble finding something to be thankful for, try emailing a thousand or so of your friends and colleagu...

Customer Service Edge Cases. To Empower or Not to Empower?

Have you noticed the change in professional sports television viewing over the past few years where it’s become standard for a rules official, oftentimes...

Customer Experience Insights From the Innovators

This article was originally published on the FCR blog on November 15, 2018. Click here to read the original. Of my heroes for their ability to tell an amazing story, Walter Isaacson, author of biographies on Albert Einstein, Benjamin Franklin, Steve Jo...

Customer Service Inspiration from my Bookshelf

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post. Can we all acknowledge that customer service is a hard job? Whether we’re working at a great c...

5 Tips to Go From Scary to Scary Good Customer Service

OK it’s not Halloween but these tips are still relevant. Check out this article from October 31 on the FCR blog. It’s Halloween, the season of scary, and it only makes sense to spend a little time talking about scary customer service experiences. In my...

Holistically Approaching a Frazzled Customer Service Professional

This article was originally published on the FCR blog on October 20, 2018. Click here to read the original. How committed are you to getting that deposit back when you purchase and consume a beverage in a recyclable container? I was committed enough to...

4 CX Actions for the Cash-strapped, Resource-limited Contact Center

This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten ...

Book Review: Be Amazing or Go Home by Shep Hyken

This article was originally published on the FCR blog on September 21, 2018. Click here to read the original. When I started blogging about my experiences in customer service several years ago, one of the first people I met was Shep Hyken. It didn...

7 Essentials for a Customer Service Voice and Style Guide

Over the past few years, I’ve worked with dozens of our new clients at FCR to help them design a quality process for the...

The Subtle Differences Between Good and Bad Customer Service

This article was originally published on the FCR blog on August 31, 2018. Click here to read the original. I recently spent some time with some of our star colleagues who consistently earn high customer satisfaction marks from customers. As I shadowed ...

Own Your Stuff!

This article was originally published on the FCR blog on August 24, 2018. Click here to read the original. I was driving home the other day and watched one car rear end another about fifty yards ahead of me. As I pulled up next to them, I witnessed the...

Eating Your Own Dog Food

This article was originally published on the FCR blog on August 16, 2018. Click here to read the original. I’ve already established that I’m a big fan of my new dentist and their approach to the customer experience. I recently found myself in...

Where Policies and Great Customer Service Coexist

Grand Tetons National Park – Photo Credit: Jeremy Watkin This article was originally published on the FCR blog on August 9, 2018. Click here to read the original. My family and I had a fantastic vacation. Thanks for asking! Seriously though we did a l...

5 Coaching Techniques That Will Move the Needle

This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and...

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