Jeremy Watkin

Online Reviews: A Window Into the Truth About Your Company

Image by PIRO4D from Pixabay Since beginning my new role as a customer service and experience leader, I’ve gained a bit of new experience. I, along with my team, am now responsible for monitoring our activity on review sites like Yelp, TrustPilot, Site...

5 Favorite Quotes from “Excellence Wins” by Horst Schulze

For those of us in the business of serving customers, when Horst Schulze, co-founder and former president of the Ritz-Carlton Hotel Company speaks, we listen. Why? Well, the Ritz-Carlton has long been a gold standard for service, and in the book Excel...

How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support

Just a couple of years ago I was working at a contact center outsourcing company where nearly half of our clients were Zendesk users. Part of my job was to regularly work with our managers and clients to share best practices for implementing and...

Stimulating Thoughts on Reducing Customer Friction

Image by Thomas Breher from Pixabay Who doesn’t love a good workaround? A system doesn’t work as expected, so we contact customer support and they say something like, “install this free plugin” or “click this button over here” or “stand up and spin aro...

3 Reflections From a Downright Easy Lego Experience

Image by Andrzej Rembowski from Pixabay In a household with three elementary age boys, it may not come as a surprise that we’re inundated with Legos. In fact, I’m pretty sure I could build an addition onto my house just using Legos. My wife, however,…

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...

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