Jeremy Watkin

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,...

3 Ways to Convince the Boss to Invest in Customer Service Technology

One thing I’m coming to realize about customer service technology is that the cool new tools your...

Does “No Problem” Belong on the Stop Words List?

This article was originally published on the FCR blog on June 15, 2017 and received a lot of great comments on both sides of...

4 Resources to Grow Your Customer Service Network

This article was originally published on the FCR blog on June 9, 2017. Click here to read the original. Have you ever faced a problem...

6 Steps for Turning Around Upset Customers

This article was first published on the ICMI blog on May 22, 2017. Click here to read the original. When I was at Phone.com, shortly...

Recapping the 2017 ICMI Contact Center Conference

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. This...

Why I Fired My Bank and Chose a New One

This article was first published on the FCR blog on June 5, 2017. Click here to read the original. I’ve had an on again, off...

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...

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