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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.

3 Reflections From a Downright Easy Lego Experience

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…

Customer Service Lessons from Non-Customer-Facing Roles

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,…

5 Holiday Gift Ideas for Employees

[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…

The Responsibility of Front Line Staff When Lines are Long

[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…

Thrive, Not Survive During Those Contact Center Peaks

[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…

Adopting a “One to say yes. Two to say no” Policy in the Contact Center

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 Are an Essential Contact Center Tool… if Used Correctly. Here’s How

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,...

The Value of Team-Building Activities

[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…

4 Leadership Lessons from Michael Jordan and The Last Dance

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,…

My 6 Daily Priorities as a CX Leader

[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…

On Being an Accountable Customer Service Leader

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…

3 Memorable Quotes from The Convenience Revolution by Shep Hyken

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…

I Did Quality Assurance Without Scores and I Liked It

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…

The Importance of Context in Customer Service

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…

And The Streak Ends At 1…

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…

New Contact Center Leaders, Here are Practical Solutions to Four Problems You’re Likely to Face

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next...

A Window Into the Value of Customer Experience

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…

Keep It Open-Ended

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…

Contact Center Agent Productivity: Do’s and Don’ts of Dual Monitors and Wallboards

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...

The Real Reason you Purchase a Dyson Vacuum Cleaner

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.…

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