Jeremy Watkin
Jeremy Watkin
Jeremy Watkin is the Director of Customer Support and CX at NumberBarn. He has more than 20 years of experience as a contact center professional leading highly engaged customer service teams. Jeremy is frequently recognized as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working he's spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.
From Frontline Customer Service to Leadership
This article was originally written as a guest post on the ICMI website with my colleague Sheri Kendall-duPont. The original article can be found here. When I (Jeremy) was first...
The (Not So) Scary Future Of Contact Centers
Photo Credit: Andreas Dantz via CC License This post was originally published on the FCR blog on January 22, 2016. Click here to read the...
5 Observations From A Student Of Customer Experience
Photo Credit: Jirka Matousek via CC License This post was originally published on the FCR blog on January 15, 2016. Click here to read the...
Reviewing Chief Customer Officer By @JeanneBliss
I recently completed a journey through the book, Chief Customer Officer: Getting Past Lip Service to Passionate Action by Jeanne Bliss. Jam packed with...
Driving Customer NPS with Employee NPS
This article was originally published as a guest column on the ICMI blog. You can view the original article here. Raise your hand if you’re a sucker for a...
National Lampoon’s Customer Service Vacation
This post was originally published on the FCR blog on December 24, 2015. Though Christmas has passed, it’s still a fun post. Click here to...
Customer Service To Text Messaging: “You Complete Me”
This post was originally published on the FCR blog on December 9, 2015. Click here to read the original. Text messaging (AKA SMS or Short...
Customer Service Is Life
Photo Credit: Leo Grübler via CC License This post is a modified version of an article I shared in the FCR company newsletter a few...
Serving Millennials Well – As Employees AND Customers
This post was originally published on the FCR blog on December 2, 2015. Click here to read the original. Since writing this, I’ve come...
Are We Creating Entitled Customers?
This post was originally published on the FCR blog on November 20, 2015. Click here to read the original. Credit: Jeremy Watkin Last month I…
11 Unwritten Rules Of Customer Service
This post was originally published on the FCR blog on November 18, 2015. Click here to read the original. Photo Credit: ND Strupler via Creative Commons...
Customer Service Is Like A Port-O-Potty
This post was originally published on the FCR blog on November 11, 2015. Click here to read the original. During my first week on the...
Do You Know Your Customer’s Love Language?
Photo Credit: Nate Grigg via CC License This post was originally published on the FCR blog on November 6, 2015. Click here to read the...
4 Tips for Taking VOC From Idea To Action
This post originally appeared on the ICMI blog on October 14, 2015. Click here to read the original. For any of us that have worked...
Extraordinary Service We Don’t Deserve – Part 3
Photo Credit: Joe The Goat Farmer via CC License This post was originally posted on the FCR blog on October 22, 2015. Click here to...
Extraordinary Service We Don’t Deserve – Part 2
In a recent post, I shared an experience where I purchased a plane ticket for the wrong day and no amount of pleading with...
Extraordinary Service We Don’t Deserve – Part 1
A couple weekends ago, the perfect storm descended upon my household and didn’t let up for several days. All three of my kids were...
Customer Loyalty For The Price Of A Cup Of Coffee
This post was originally published on September 29, 2015 on the FCR blog. Click here to read the original. It’s National Coffee Day and I...
CSAT, NPS, or CES. Which Survey Is Right For You?
This post was originally published on the FCR blog on September 25, 2015. Click here to read the original. In the words of Mugatu (Will Ferrell)...
Awesome Customer Service Requires The Complete Package
Can you guess what my first phone call was after moving to a new house in a new city? You guessed it — internet...