Jeremy Watkin

4 Customer Success Lessons Learned from a (Much Improved) Internet Installation

Image by fancycrave1 from Pixabay I’ve been critical of the cable companies many times on this blog but am thrilled that this isn’t one of those posts. After recently moving into a new home, one of my first calls was to AT&T for internet service.…

3 Ways to Bridge the Gap From Training to Proficient Customer Service

When I started out in customer service nearly two decades ago we had this homegrown ticketing system that was completely archaic by today’s standards. But it had this feature where agents could be placed in “QA mode” so every response to a customer had...

6 Considerations for Building a Purposeful Quality Scorecard

Image by Ray Shrewsberry from Pixabay This article was originally published on the ICMI Blog on July 18, 2019. Click here to read the original post. When I took a job where I would direct quality efforts for an organization almost exactly four years ago,…

Always Leave a Place Better Than You Found It

Image by Michal Jarmoluk from Pixabay This article was originally published on the FCR blog on July 17, 2019. Click here to read the original post. A childhood memory is etched in my brain. After spending a couple weeks at a friend’s cabin, we spent…

5 Considerations for Creating a Multi-Channel Quality Management Form

This article was originally published on the MaestroQA blog on June 6, 2019. Click here to read the original post. If you had to choose, what would you say are the absolute most important items on your quality form? As I work with new clients...

5 Emerging Technology Systems and Updates from Q2

This article was originally published on the FCR blog on July 3, 2019. Click here to read the original post and be sure to watch the video that goes along with it. Looking back on quarter two, the nonstop movement in the contact center technology…

4 Good Reasons to Kill Email-Based Customer Support

I recently sat with a group of customer service leaders who declared that email support was dead for their company. They were turning off their [email protected] email address(es) and instead channeling their customers to phone, web form, text(SMS), chat, and other messaging channels. This news...

6 Best Practices For Optimizing Zendesk

One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. One tool we work with quite often is Zendesk, an omnichannel customer service platform in ...

Setting the Record Straight on CSAT, NPS, and CES

Image by Free-Photos from Pixabay This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweep...

Hiring for Culture: There Should Be No Surprises on Day One

Image by Robin Higgins from Pixabay This article was originally published on the ICMI blog on May 13, 2019. Click here to read the original. Picture Adam Sandler in The Wedding Singer when his ex-fiancee explained why she left him at the alt...

Learning to Speak the Language

Image by Gerd Altmann from Pixabay This article was first published on the FCR blog on June 7, 2019. Click here to read the original post. Thinking back on my first customer service job, our entire training manual was five pages. Yes you read that…

3 Lessons Bill Murray Teaches Us About Customer Service

Image by Free-Photos from Pixabay This article was originally published on the FCR blog on May 31, 2019. Click here to read the original. I have a confession. I love scrolling through the “Documentaries” genre on Netflix typically looking for some goo...

Optimizing the Cancellation Experience: What’s the Right Amount of “Friction”?

In my work with a variety of customer service teams to understand their top contact drivers, especially in relation to customer satisfaction, I often find account cancellations are frequently near the top of the list. Over the course of my career, I’ve encountered company...

So You Need a Quality Application? Consider These 7 Things

This article was originally published on the FCR blog on May 24, 2019. Click here to read the original. Let’s get real for a minute. How are you currently tracking quality for your customer service team? At the enterprise level there are some incredibl...

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…

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…

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…

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...

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