Jeremy Watkin

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 fo...

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....

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 all my fly fishing gear loa...

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...

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 — at least a decade by my...

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 be ...

Workforce Management According to Jeremy(s)

This article was originally published on the FCR blog on March 30, 2018. Click here to read the original. I’m quite fond of the names of a couple members of our Workforce Management Team at FCR — Jeremy Grogan and Jeremy Conway. In fact, I often get co...

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...

A Recent Customer Experience and What I Wish I Had Said

I recently had a customer experience that totally threw me for a loop and had me struggling with how to respond in the moment. Are you good at responding to situations like that?

7 Tips for Keeping Slack Organized

This article was originally posted on the FCR blog on February 22, 2018. Click here to read the original post. One of my colleagues at FCR recently asked if I recommend any other communication and collaboration tools besides Slack. As I mentioned ...

5 Ways Support Teams Use Slack to Improve Communication

This article was originally published on the FCR blog on February 16, 2018. Click here to read the original. Slack has taken the world of communication by storm and seems to be doing a good job of slimming down the inboxes of many professionals. A quic...

5 Ways Leaders Can Inspire a Culture of Service

This article was first published as a featured contribution on the ICMI blog on January 30, 2018. Click here to read the original. Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. In our industr...

A Tale of Two HVAC Repair Experiences — Part 2

This article was originally published on the FCR blog on January 22, 2018. Click here to read the original. In part one of this series I spent a great deal of time griping about my experience with the first HVAC company I enlisted to fix my a...

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