Jeremy Watkin

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...

6 Questions to Answer Before Your Contact Center Agents Work From Home

Current events have highlighted the importance of work from home as essential to a good business continuity strategy. And this certainly rings true for contact centers who are challenged to continuously connect with their customers. But work from home as a business continuity solution...

CX Question of the Day #CXQOTD

I started something new last week on Twitter called the Customer Experience Question of the Day (#CXQOTD). Why? Well I’ve been working from home for several months but as of a couple weeks ago, just about everyone is working from home. And other than m...

Rethinking Pain

Here’s Chuy resting after a long run. I didn’t stay mad at him for very long. I’ve written about my falls while running in the past. It’s no secret that I’m a bit accident prone, and I have a fresh, new example to prove it. …

Learning to Consider Others

Image by DanaTentis from Pixabay It’s amazing the customer service insights I gain from raising my kids. We recently moved to a new neighborhood and are thrilled to have multiple kids on our street, including some the same age as my oldest son. This me...

How to Deal with Customer Abuse and Fraud: 6 Recommendations

As a contact center leader for a number of years at a SaaS (software as a service) company, one thing that I’m not sure my upbringing adequately prepared me for some “customers” actively trying to rip the company off. I reserve the term “customers”...

Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

Image by Paul Brennan from Pixabay This article was originally published on CX Accelerator on October 3, 2019. Click here to read the original.  The first days and weeks are so critical when it comes to employee engagement and helping the employee...

5 CX Reasons I Keep Going Back to Yoga

Image by Amit Kumar from Pixabay Some time ago I wrote about my road to recovery after a back injury and indicated that yoga was on my list of things to try. Well, I finally went to my first yoga class, and as of this…

4 Customer Success Lessons Learned from a (Much Improved) Internet Installation

Image by fancycrave1 from Pixabay I’ve been critical of the cable companies many times on this blog but am thrilled that this isn’t one of those posts. After recently moving into a new home, one of my first calls was to AT&T for internet service.…

3 Ways to Bridge the Gap From Training to Proficient Customer Service

When I started out in customer service nearly two decades ago we had this homegrown ticketing system that was completely archaic by today’s standards. But it had this feature where agents could be placed in “QA mode” so every response to a customer had...

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