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 Andrzej Rembowski from Pixabay In a household with three elementary age boys, it may not come as a surprise that we’re inundated with…
Image by Tina Koehler from Pixabay I’m about six months into my role as Director of Customer Support at NumberBarn — and in this role,…
[embedded content] You know the person who always comes bearing gifts and they’re always great gifts? I don’t consider myself to be one of those…
[embedded content] I was recently with my father-in-law at a doughnut shop. The line was fairly long and not moving quickly. The person behind the…
[embedded content]I was recently asked to share some ideas and tips with the readers at Customer Service Weekly as part of a larger Black Friday…
Image by Gerd Altmann from Pixabay I was trying to remember where I originally heard or read the concept, “One to say yes. Two to…
Macros, canned response, scripts, templates...call them what you want. They boast a number of benefits for contact centers handling text-based support channels like email,...
[embedded content] Early in my career as a customer service leader, I worked for a company that had a tradition of ordering lunch for the…
Image by Free-Photos from Pixabay As a child of the 90s, a decade where the NBA was dominated by Michael Jordan and the Chicago Bulls,…
[embedded content]What does a day in the life of a CX professional look like? One of the reasons I asked this question recently during the…
Image by Daniel Reche from Pixabay I recently wrote an article about a new quality process where I coached my team without showing them a…
Shep Hyken has for a while been one of the top influencers and thought leaders in the customer service and experience space. And it’s been…
Image by Gerd Altmann from Pixabay I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center…
Image by Gerd Altmann from Pixabay I was recently cleaning out my inbox and saw a notification from Nextdoor.com. In it, one of my neighbors…
In 1941, Joe DiMaggio (middle) set the Major League Baseball Record by gathering at least one hit in 56 consecutive games. Image by WikiImages from…
My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next...
Image by Judy Alkema from Pixabay The stars aligned in a way when the windshields on both of my cars were cracked and in need…
Image by Pexels from Pixabay On a recent road trip with my family, we pulled off the freeway for a quick lunch. We stopped at…
Walk into a modern contact center and you’re likely to see screens prominently placed in a couple of different places. Your eyes are first...
After a series of vacuum cleaners that lasted two or three years before biting the dust, we finally took the plunge and purchased a Dyson.…