Jeremy Watkin

Contact Center Training and Quality – They Belong Together

This article was originally posted on the FCR blog on December 15, 2017 in partnership with my colleague and training expert, Sheri Kendall-duPont. Click here to read the original. In contact centers, training and quality are often mutually exclusive...

A Surefire Blueprint for Losing Customers

This article was first published on the FCR blog on November 28, 2017. Click here to read the original. I’ve only ever purchased tires from...

Stay Nimble with “A La Carte” Customer Service Solutions

Just a bit over a year ago my boss approached me and asked me to start an “Emerging Technologies Team” at FCR. This was...

What You Call Your Customers Is Important

This article was first published on the FCR blog on November 10, 2017. Click here to read the original post. Since writing an article a...

5 Quotes from Chip Bell’s Kaleidoscope

This article was originally published on the FCR blog on October 31, 2017. Click here to read the original. Innovation is a term often reserved...

Quality Scores: Are They Really Necessary?

Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted...

Anything Else? or What Else?

Photo Credit MB298 via CC License This article originally appeared on the FCR blog on October 26, 2017. Click here to read the original. Some of...

What “Onward” by Howard Schultz Taught Me About Customer Experience

This article was originally published on the FCR blog on October 20, 2017. Click here to read the original. I have several books staring at...

Smarter Customer Service: 3 Contact Reduction Strategies That Work

Photo Credit: AlphaZeta via CC License This article was originally published on the FCR blog on October 4, 2017. Click here to read the original...

7 Live Messaging Best Practices From Our Experts

This article was originally published on the FCR blog on September 28, 2017. Click here to read the original. Live messaging channels like chat, SMS...

The CSAT Conundrum: Making Customers Happy vs. Limiting Concessions

In a previous role, I remember when we switched our sign up from an opt-in model to opt-out. This change led to many calls...

5 Tips for Adding a New Service Channel

This article was originally published on the ICMI Blog on August 22, 2017. Click here to read the original post. I have to admit; it’s...

3 Insights from Winning at Social Customer Care by Dan Gingiss

This article was originally published on the FCR blog on August 29, 2017. Click here to read the original. I’ve long been a fan and...

Incentive Programs for Service Agents: A Pre-Implementation Checklist

As a contact center leader, I’ve tried it all when it comes to motivating agents. I’ve done...

My Dentist Just Took Me to Customer Experience School

This article was originally published on the FCR blog on July 22, 2017. Click here to read the original. July marked two years since moving...

More Like Guidelines Than Actual Rules

This article was originally published on the FCR blog on August 9, 2017. Click here to read the original. I love the scene in Pirates...

Don’t Lose That Sense of Customer Service Wonder

This sunset invokes a sense of wonder. Image Credit: Jeremy Watkin This article was originally published on the FCR blog on August 1, 2017. Click...

9 Questions to Ask When Designing a Quality Program

This article was originally published on the FCR blog on July 25, 2017. Click here to read the original. If you’ve worked with a customer...

4 Tips to Avoid the Customer Service Mistakes I Made 10 Years Ago

I had been managing a support team for a few years when my employer partnered with an...

Customer Service in Any Language

This article was originally published on the FCR blog on July 12, 2017. Click here to read the original. For many US-based customer service teams,...

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