Jeremy Watkin: Service Excellence in the Contact Center — People and Technology

Customer Service Edge Cases. To Empower or Not to Empower?

Have you noticed the change in professional sports television viewing over the past few years where it’s become standard for a rules official, oftentimes...

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...

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....

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...

Turn Your Contact Center Into a CX Lab

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?

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

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?

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

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

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

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

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?

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?

A client recently posed an interesting question to our team, asking, ...

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...

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...

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...

New Posts