Jeremy Watkin
Jeremy Watkin
Jeremy Watkin is the Director of Customer Support and CX at NumberBarn. He has more than 20 years of experience as a contact center professional leading highly engaged customer service teams. Jeremy is frequently recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working he's spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.
Optimizing the Cancellation Experience: What’s the Right Amount of “Friction”?
In my work with a variety of customer service teams to understand their top contact drivers, especially in relation to customer satisfaction, I often...
So You Need a Quality Application? Consider These 7 Things
This article was originally published on the FCR blog on May 24, 2019. Click here to read the original. Let’s get real for a minute.…
What’s Feedback?
Not too long ago it was breakfast time in our house and my 7-year-old was sitting at the counter, eating a bowl of Cheerios, and…
Quality, Productivity, and Striking the Right Balance
Image by Harald Funken from Pixabay This article was originally published on the ICMI Blog on March 19, 2019. Click here to read the original post. When…
Outsourcing Can Make Your Customer Experience Better. Here’s How.
This article was originally published on the Talkdesk blog on March 15, 2019. Click here to read the original post.Looking back a decade or so ago, I…
A Blueprint for Getting and Keeping Customers (Hint: Make it Ridiculously Easy)
This article was originally published on the FCR blog on April 19, 2019. Click here to read the original post. In November of 2017 I…
5 Technologies that Piqued Our Interest in Q1
This article was originally published on the FCR blog on March 29, 2019. Click here to read the original post and click here to watch…
4 Guidelines for Switching Channels Without Aggravating Customers
This article was originally published on the FCR blog on March 22, 2019. Click here to read the original. Image by Adriano Gadini from Pixabay…
Seeing Things From Another Perspective
This article originally appeared on the FCR blog on March 15, 2019. Click here to read the original post. I thoroughly enjoy running and have…
4 Tips to Get Value From Contact Center Quality Scores
I have two scenarios for you regarding contact center quality assurance. In the first, imagine a manager or supervisor listening to a phone call...
3 Observations From My Man Crates Experience
I recently received a gift — but not just any gift. It was a Man Crates. Have you ever heard of these folks, because I hadn’t? Allow…
4 Tips for Using Slack to Improve Contact Center Communication
This article was originally published on the ICMI blog on January 24, 2019. Click here to read the original post. When I was a customer service manager…
When Friendly Customer Service is Secondary
This article originally appeared on the FCR blog on February 20, 2019. Click here to read the original. Shortly after moving to Eugene, Oregon I…
My Understanding of AI in CX so Far. Things Could Change!
This article first appeared on CX Accelerator on January 7, 2019. Click here to read the original post. I’m not known for being quick on the uptake…
I Can’t Believe You Cut Me Off!
It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. New in 2019,…
Journey Mapping in the Contact Center: 6 Insights to Maximize the Value
I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients. While our approach has many aspects to it,...
Surprise! Making Customer Birthday Experiences Stand Out
This article was originally published on the FCR blog on February 1, 2019. Click here to read the original post. My son and I have…
Caring for Customers. Which Door Will You Choose?
I have many guilty pleasures during the holidays – generally food-related. One of my biggest is eggnog and in recent years I’ve grown to love…
5 Contact Center Tech Upgrades to Consider in 2019
The text of this article originally appeared on the ICMI blog on December 5, 2018. Click here to read the original and click here to watch a…
How Chat Analytics Differs from Voice Analytics
This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how…