Jeremy Watkin

Customer Service Lessons from Non-Customer-Facing Roles

Image by Tina Koehler from Pixabay I’m about six months into my role as Director of Customer Support at NumberBarn — and in this role, I have the pleasure of interacting directly with paying customers on a semiregular basis. Throughout much of my caree...

5 Holiday Gift Ideas for Employees

[embedded content] You know the person who always comes bearing gifts and they’re always great gifts? I don’t consider myself to be one of those people. But a well-timed, thoughtful gift to employees, especially during the holidays, can be a huge mor...

The Responsibility of Front Line Staff When Lines are Long

[embedded content] I was recently with my father-in-law at a doughnut shop. The line was fairly long and not moving quickly. The person behind the counter serving customers wasn’t moving particularly fast as he cared for one customer at a time. As we w...

Thrive, Not Survive During Those Contact Center Peaks

[embedded content]I was recently asked to share some ideas and tips with the readers at Customer Service Weekly as part of a larger Black Friday Survival Guide. It’s a fantastic resource and you should definitely check it out. “Black Friday” isn’t just...

Adopting a “One to say yes. Two to say no” Policy in the Contact...

Image by Gerd Altmann from Pixabay I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” Of course, it was on Shep Hyken’s blog some seven or so years ago. The concept has certainly…

Macros Are an Essential Contact Center Tool… if Used Correctly. Here’s How

Macros, canned response, scripts, templates...call them what you want. They boast a number of benefits for contact centers handling text-based support channels like email, chat, SMS, social media, and more, including: Improved speed and accuracy when interacting with customers Reduced time to full resolution Faster…

The Value of Team-Building Activities

[embedded content] Early in my career as a customer service leader, I worked for a company that had a tradition of ordering lunch for the entire office on Fridays. Those were great times and that custom remained a part of our culture for many years.…

4 Leadership Lessons from Michael Jordan and The Last Dance

Image by Free-Photos from Pixabay As a child of the 90s, a decade where the NBA was dominated by Michael Jordan and the Chicago Bulls, I found myself enthralled by The Last Dance, a documentary series released by ESPN and Netflix.  To make it very...

My 6 Daily Priorities as a CX Leader

[embedded content]What does a day in the life of a CX professional look like? One of the reasons I asked this question recently during the daily Customer Experience Question of the Day (CXQOTD) was that I thought we’d see a varied response from the CX…

On Being an Accountable Customer Service Leader

Image by Daniel Reche from Pixabay I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great and the team has been receptive to the coaching. The other day I was…

3 Memorable Quotes from The Convenience Revolution by Shep Hyken

Shep Hyken has for a while been one of the top influencers and thought leaders in the customer service and experience space. And it’s been no secret that he’s long been a hero and mentor of mine. So yes, I recommend all of his books…

I Did Quality Assurance Without Scores and I Liked It

Image by Gerd Altmann from Pixabay I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a whole lot about this topic here and read the opinions of 14 contact ce...

The Importance of Context in Customer Service

Image by Gerd Altmann from Pixabay I was recently cleaning out my inbox and saw a notification from Nextdoor.com. In it, one of my neighbors asked if we were in danger of wildfires reaching us. At the time of my reading, the fires were approximately…

And The Streak Ends At 1…

In 1941, Joe DiMaggio (middle) set the Major League Baseball Record by gathering at least one hit in 56 consecutive games. Image by WikiImages from Pixabay Great customer service has so much in common with a great streak. When I think of streaks, I’m r...

New Contact Center Leaders, Here are Practical Solutions to Four Problems You’re Likely to...

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. Ready for a change, I’ve been on an operations hiatus of sorts...

A Window Into the Value of Customer Experience

Image by Judy Alkema from Pixabay The stars aligned in a way when the windshields on both of my cars were cracked and in need of repair. Having known of a customer experience (CX) leader in the car windshield space, I was thrilled to call…

Keep It Open-Ended

Image by Pexels from Pixabay On a recent road trip with my family, we pulled off the freeway for a quick lunch. We stopped at a restaurant with a drive-thru, and given current events, the cashiers were standing in the parking lot, moving from car…

Contact Center Agent Productivity: Do’s and Don’ts of Dual Monitors and Wallboards

Walk into a modern contact center and you’re likely to see screens prominently placed in a couple of different places. Your eyes are first drawn to agent workstations where the typical agent uses not one, but two monitors to interact with customers. On the...

The Real Reason you Purchase a Dyson Vacuum Cleaner

After a series of vacuum cleaners that lasted two or three years before biting the dust, we finally took the plunge and purchased a Dyson. Right out of the gate it was a superior machine to anything we had ever owned and continued to be…

Removed From my Blog and my Life Forever

Image by Ryan McGuire from Pixabay From the very beginning of this blog, it’s always been our practice to observe both good and bad customer experiences with the goal of learning and improving the service at the companies where we work. To that tune, w...

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