Jeremy Watkin

Holistically Approaching a Frazzled Customer Service Professional

This article was originally published on the FCR blog on October 20, 2018. Click here to read the original. How committed are you to getting that deposit back when you purchase and consume a beverage in a recyclable container? I was committed enough to...

4 CX Actions for the Cash-strapped, Resource-limited Contact Center

This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten ...

Book Review: Be Amazing or Go Home by Shep Hyken

This article was originally published on the FCR blog on September 21, 2018. Click here to read the original. When I started blogging about my experiences in customer service several years ago, one of the first people I met was Shep Hyken. It didn...

7 Essentials for a Customer Service Voice and Style Guide

Over the past few years, I’ve worked with dozens of our new clients at FCR to help them design a quality process for the customer service team that drives the sort of customer experience they want to deliver. Of the many different topics we...

The Subtle Differences Between Good and Bad Customer Service

This article was originally published on the FCR blog on August 31, 2018. Click here to read the original. I recently spent some time with some of our star colleagues who consistently earn high customer satisfaction marks from customers. As I shadowed ...

Own Your Stuff!

This article was originally published on the FCR blog on August 24, 2018. Click here to read the original. I was driving home the other day and watched one car rear end another about fifty yards ahead of me. As I pulled up next to…

Eating Your Own Dog Food

This article was originally published on the FCR blog on August 16, 2018. Click here to read the original. I’ve already established that I’m a big fan of my new dentist and their approach to the customer experience. I recently found myself in...

Where Policies and Great Customer Service Coexist

Grand Tetons National Park – Photo Credit: Jeremy Watkin This article was originally published on the FCR blog on August 9, 2018. Click here to read the original. My family and I had a fantastic vacation. Thanks for asking! Seriously though we did a l...

5 Coaching Techniques That Will Move the Needle

This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and...

To Apologize or Not To Apologize

This article was originally published on the FCR blog on July 17, 2018. Click here to read the original. When customers contact you with a problem, do you apologize or do you not? Let’s work through a couple scenarios. In the first scenario you work…

Synchronous vs. Asynchronous Support Channels: Which is Better for Agents and Customers?

I’ve found the topic of support channel mix to be an interesting study in organizations. Traditional channels can be categorized a few different ways. Phone and video are live channels that use both spoken and nonverbal communication. Email, not a live channel, is a...

6 Notes from SDX 2018

This article was originally published on July 11, 2018 on the FCR blog. Click here for the original. As a semi-active participant in the Support Driven Slack community I was thrilled to spend a day at the recent SDX conference in Portland. I...

4 Contact Center Tools and Updates From Q2

[unable to retrieve full-text content]This article was originally published on the FCR blog on July 5, 2018. Click here to read the original and to see a video version. [...] The post 4 Contact Center Tools and Updates From Q2 appeared first on Custome...

Calming the Quit Reflex With Coaching

This article was originally published on June 25, 2018 on the FCR Blog. Click here to read the original. On this recent Father’s Day, my wife gave me a free pass to head to the mountains for a few hours to go fishing. I got…

3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on customer satisfaction where customers are invited to rate their experience with the specific agent that helped them. Customers can then...

The 3 Whys Behind Yes/No Quality Scoring

This article originally appeared on the FCR blog on May 9, 2018. Click here to read the original. Without exaggeration, I think I’ve seen quality forms for a hundred different companies in my tenure at FCR and can confidently say that they come in all…

Contact Center Metrics ARE Customer Experience Metrics

This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original. We’re rapidly approaching three years since I joined FCR as Head of Quality. Upon joining, I was tasked with a couple of key ...

Boost Your Customer Experience with Bonus Content

Chuy loves bonus content, but spam and junk mail, not so much. This article originally appeared on the FCR blog on April 27, 2018. Click here to read the original. It’s been a long time since I welcomed a new dog into my home —…

The Dead Giveaway for a Canned Customer Service Response

This article was originally published on the FCR blog on April 23, 2018. Click here to read the original. The Benefits and Drawbacks of Macros It’s possible that I’ve beaten the topic of macros (canned responses) to death in past articles but I have so...

4 Useful Tools For Your Contact Center

This article was first published on the FCR blog on April 6, 2018. Click here to read the original. As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. While it’s fun fun to see what’s new, it can…

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