Jeremy Watkin
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.
Awesome Preparation Produces Awesome Improvisation
From as early as I can remember, I have been a musician. From elementary school all through high school I played trumpet. One of...
The What, Why, and, How of Hiring for Cultural Fit
This article was originally publish on the ICMI blog on February 3, 2014. Click here to read the original post along with many other...
Ask The Customer Service Talking Head
I am said talking head in the bottom right corner of the screen. One distinct benefit of writing this blog and being considered a customer service...
Contact Center Hiring And Recruiting On A Budget
This post was originally published on the ICMI blog on January 26, 2015. Click here to read the original article along with more great...
Is Contact Center Turnover Cause For Celebration?
I originally wrote this as a guest post for one of my heroes in the contact center world. Melissa Kovacevic is a brilliant customer...
3 Observations From The Eye Of A Customer Service Twitter Storm
When a customer tweets me directly to report that they are receiving poor customer service, I listen–all the more when they copy my boss...
2 Ways To Even Out Those Spikes In Call Volume
Having trouble staffing for call volume that looks something like this? I had lunch with a consultant friend of mine today and we got to...
Anticipating Your Customer’s Needs Creates Delight
Here’s my typical routine for my morning commute. As I approach the freeway, I survey the scene to see how long the line is...
The Post-birthday #CX Review
I just had another birthday and find myself another year older. It’s fascinating to look at birthdays from a customer experience perspective and think...
3 Rules For Respecting A Customer’s Support Channel Preference
It’s pet peeve time! There’s a company I frequently contact for support. Given the nature of the issues and my busy schedule, I typically...
Who Listened To Me And Who Didn’t In 2014?
I was recently reflecting on 2014 and was reminded of the handful of service failures that I wrote about over the course of the...
Customer Delight In 6 Simple Steps
It was Christmas night and I was in the mood for a movie. Thankfully Redbox machines don’t take a holiday. The following article is my entire...
Corny Customer Service Lessons From The Holiday
We were recently discussing our favorite holiday movies and one movie is quickly becoming a classic. It has a long way to go before it...
5 Customer Service Lumps Of Coal To Avoid
In the great tradition of Santa Claus, we are taught that the toys go to the good little girls and boys. If you’ve been...
Dear Customer, I’m Your Huckleberry!
If there’s a better film in all of cinema than Tombstone, I implore you to find it. I’m sure my wife would actually beg...
8 Tips For Hiring For Cultural Fit In Your Contact Center
We’re hiring in our contact center. Yay! If you run a small customer service operation like we do, you likely have low turnover and...
The Customer Service Forgive And Forget
Are you familiar with this conversation? Me: “Hey babe, I’m on my way home.” Wife: “Great. See you soon. BTW, the kids have been crazy.…
3 Takeaways From “Who’s Your Gladys?”
I recently had the opportunity to read the book, Who’s Your Gladys by Marylyn Suttle and Lori Jo Vest. The book profiles a series of...
2 Ways To Deliver A Better Customer Experience
Jenny gave a terrific example yesterday of a Guitar Center employee who took ownership of her guitar buying process and threw in a patch...
One Customer Service Do, And One Don’t
Customer service is all around us. It’s totally and completely in the mainstream. Ask almost anyone on the street for a customer service story...