Jeremy Watkin

Transform Customer Service into a Customer Insight Machine

I’ve spent most of my professional career in a contact center, and let me tell you what...

A Quality Perspective From a Recent Flying Experience

This article originally appeared on the FCR blog on May 4, 2017. Click here to read the original. The airline industry is an interesting customer...

7 More Technologies To Jumpstart Your Customer Service

This article was originally published on the FCR blog on May 3, 2017. Click here to read the original. At FCR we have an Emerging...

In Customer Service, You Must Choose Between Speed and Wow. Or Do You?

Our client’s customer satisfaction (CSAT) scores were below goal and there was pressure to turn them around....

9 Insights Gained from Opentalk 2017

Talkdesk Head of Platform, Robert Sur showing some of the exciting apps available in AppConnect. This article was originally published on the FCR blog on...

When Customer Service Gets Personal

This article was originally published on the FCR blog on April 17, 2017. Click here Photo Credit: Timothy Tsui via CC License to read the original. I...

5 Practical Actions to Improve Customer Satisfaction

This article was originally published on the ICMI blog on March 21, 2017. Click here to read the original. More and more companies are surveying...

Can Your Quality Assurance Team Really Monitor 100% of Calls? Should It?

A client recently posed an interesting question to our team, asking, ...

Confessions of a CSAT Superstar

Photo Credit: Bobbi Jones Jones via CC License This article was first published on the FCR blog on March 28, 2017. Click here to read...

5 Third-Party Customer Survey Systems to Consider

Photo Credit: Nick Youngson via CC License This article appeared on the FCR blog on March 16, 2017. Click here to read the original. It’s pretty...

6 (un)Romantic Ways to Love Customers

This article originally appeared on the ICMI Blog on February 14, 2017. Yes it’s a Valentine’s Day post but you can put these into...

A Recipe for Consistent Customer Service: 5 Key Ingredients

A customer contacted support because she dropped her beloved Winston and he could no longer stand on...

Comparing 2 Responses to the Same Customer Service Problem

Photo Credit: AnnaDydo via CC License This article was originally published on the FCR blog on February 21, 2017. Click here to read the original. I...

The Fundamentals of Quality Calibration

This article was originally published on the FCR blog on February 10, 2017. Click here to read the original. Quality assurance is an essential function...

Selecting a Cloud-based Phone System: A Comprehensive Guide

This article was originally published on the FCR blog on February 3, 2017. Click here to see the original along with a useful vendor...

9 Nuggets of Contact Center Hiring Wisdom

This article was originally published on the ICMI Blog on January 18, 2017. Click here to read the original.  I took a Human Resources (HR)...

How Machine Learning Can Add Value to Customer Service Automation

It wasn’t long ago that we hosted a webinar for our clients that focused on emerging messaging...

9 Reasons Executives Get the Customer Service They Deserve

This article originally appeared on the FCR blog on January 18, 2017. Click here to read the original. I joked with a friend recently that...

3 Customer Service Technologies to Boost Self-help

This article originally appeared on the FCR blog on January 13, 2017. Click here to read the original. Have you ever searched a company knowledge...

Customer Relationship Management (CRM) Done Right

This post originally appeared on the FCR blog on January 3, 2017. Click here to read the original. A great customer relationship management (CRM) system...

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