Jeremy Watkin
Jeremy Watkin is the Director of Customer Support and CX at NumberBarn. He has more than 20 years of experience as a contact center professional leading highly engaged customer service teams. Jeremy is frequently recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working he's spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.
Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a...
Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already…
Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No”...
Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your...
Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. One...
Image by ashish choudhary from Pixabay We’ve had a certain lingering bug for a long, long time. We suspected that a bug existed in our...
Image by StockSnap from Pixabay As an early-morning runner with a dog, one of the most essential pieces of equipment to ensure success is my...
In a world of social media, especially Instagram, I fear that we’ve fallen into a belief that more hashtags is better. Think about the last…
I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in...
I was recently thinking about certain practices we talk about in the world of customer experience. I can’t help but think that we’re sometimes...
A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need...
Meet Mouse, our corn snake. I’ve never really considered myself a “reptile person.” On those occasions where I’ve encountered snakes while hiking or working in…
Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired...
My kids have this sign hanging in their room that says “Sometimes you win and sometimes you learn.” I’m pretty sure it’s just a cheesy…
Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support. In my...
As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on…
Image by PIRO4D from Pixabay Since beginning my new role as a customer service and experience leader, I’ve gained a bit of new experience. I,…
For those of us in the business of serving customers, when Horst Schulze, co-founder and former president of the Ritz-Carlton Hotel Company speaks, we listen.…
Just a couple of years ago I was working at a contact center outsourcing company where nearly half of our clients were Zendesk users....
Image by Thomas Breher from Pixabay Who doesn’t love a good workaround? A system doesn’t work as expected, so we contact customer support and they…