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CustomerThink
Editor’s Pick
Engagement
Digital Marketing
Sales Performance
Service and Support
Social Business
Experience
Customer Journey
Customer Loyalty
Customer Strategy
Omnichannel
Personalization
Voice of Customer
Technology
Contact Center
Customer Analytics
Leadership
Chief Customer Officer
Employee Engagement
Innovation
Performance Metrics
Content Type
Article
Column
Blog
Interview
Think Tank
News
Authors
Top Authors
Top Authors by Topic
Advisors
Hall of Fame
Author Directory
Free CX E-Book
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Jeremy Watkin: Building a CX-focused Contact Center
Jeremy Watkin: Building a CX-focused Contact Center
Turn Your Contact Center Into a CX Lab
Jeremy Watkin
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April 13, 2018
It’s not uncommon at FCR for one of our clients to reward a top-performing agent on the team with an all expenses paid trip...
4 Myths About Chat Support. AI to the Rescue?
Jeremy Watkin
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February 13, 2018
A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents...
Stay Nimble with “A La Carte” Customer Service Solutions
Jeremy Watkin
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December 7, 2017
Just a bit over a year ago my boss approached me and asked me to start an “Emerging Technologies Team” at FCR. This was...
Quality Scores: Are They Really Necessary?
Jeremy Watkin
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November 10, 2017
Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted...
The CSAT Conundrum: Making Customers Happy vs. Limiting Concessions
Jeremy Watkin
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October 13, 2017
In a previous role, I remember when we switched our sign up from an opt-in model to opt-out. This change led to many calls...
Incentive Programs for Service Agents: A Pre-Implementation Checklist
Jeremy Watkin
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September 14, 2017
As a contact center leader, I’ve tried it all when it comes to motivating agents. I’ve done...
4 Tips to Avoid the Customer Service Mistakes I Made 10 Years Ago
Jeremy Watkin
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August 11, 2017
I had been managing a support team for a few years when my employer partnered with an...
Transform Customer Service into a Customer Insight Machine
Jeremy Watkin
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June 9, 2017
I’ve spent most of my professional career in a contact center, and let me tell you what...
In Customer Service, You Must Choose Between Speed and Wow. Or Do You?
Jeremy Watkin
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May 11, 2017
Our client’s customer satisfaction (CSAT) scores were below goal and there was pressure to turn them around....
Can Your Quality Assurance Team Really Monitor 100% of Calls? Should It?
Jeremy Watkin
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April 13, 2017
A client recently posed an interesting question to our team, asking, ...
A Recipe for Consistent Customer Service: 5 Key Ingredients
Jeremy Watkin
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March 9, 2017
A customer contacted support because she dropped her beloved Winston and he could no longer stand on...
How Machine Learning Can Add Value to Customer Service Automation
Jeremy Watkin
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February 9, 2017
It wasn’t long ago that we hosted a webinar for our clients that focused on emerging messaging...
Should Emerging Customer Service Channels Be Handled Like Chat or Email?
Jeremy Watkin
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January 12, 2017
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...
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