Jeremy Watkin

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...

Our Customer Service Resolutions for 2017

Last year I opted to share my deep thoughts on running and tied them to some New Year’s Resolutions. Let’s review those resolutions and...

Should Emerging Customer Service Channels Be Handled Like Chat or Email?

The landscape of customer service technology is changing rapidly. I’m gonna go out on a limb here and call it a land rush, but...

6 Tips for Seasonally Ramping Up Your Customer Service Team

This post was originally published on December 20, 2016 on the FCR blog. Click here to read the original. ‘Tis the season for ramping up...

4 Hacks to Better Contact Center Management

This article was originally published on the FCR blog on December 15, 2016. Click here to read the original post. During Customer Service Week this year,...

Reviewing “The Effortless Experience”

This post originally appeared on the FCR blog on December 14, 2016. Click here to read the original. I’ve often heard concepts from The Effortless...

A Seat at the Customer Experience Table

This article was originally published on the FCR blog on December 9, 2016. Click here to read the original. We recently had a client ask...

A 360 Degree Look at First Contact Resolution

This article was originally published on the FCR blog on November 28, 2016. Click here to read the original. I recently had the privilege of...

Customer Experience Through the Eyes of a Child

This article was originally published on the FCR blog on November 8, 2016. Click here to read the original. I’ve lived in Oregon for a...

Takeaways from #CCDemo 2016

This article was published on the FCR blog on November 3, 2016. Click here to read the original post. I recently had the privilege of...

Customer Service Stop Words

This article was originally published on the FCR blog on October 28, 2016. Click here to read the original post. I’ve written extensively in the...

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