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.
Give ‘Em A Little Something Extra
I recently wrote a post about the crazy things contact center agents value most. In the midst of polling my colleagues, I found a...
The Crazy Things Contact Center Agents Value Most
Photo Credit: Quinn Dombrowski This post was originally published on the FCR blog on September 1, 2015. Click here to read the original. In a recent…
3 Ways To Find Valuable Customer Experience Insight
Photo credit: Jeremy Watkin This post originally appeared on the FCR on August 28, 2015. Click here to read the original. I’m 6’4” tall so…
Customer Service: Pretty Please Get it Right the First Time
This article was published on the Glance blog on August 20, 2015. Click here to read the original post. The move I recently had the…
If You Want Me To Take Your Survey You’d Better Smile First
The expression “going postal” exists for a reason. While it refers to some very tragic incidents from the past, it also points to a...
3 Steps To Meaningful And Lasting Connections
I’ve written about my favorite Greek restaurant, Victor’s Kafe in the past. Today I want to spend a little time talking about Tyler and...
4 Customer Service Excerpts From My Travel Diary
My wife and I were afforded the opportunity to leave the kids with their grandparents for the weekend and getaway to Portland, Oregon. This...
4 Lessons Learned From The Five9 User Conference
As a customer of cloud contact center software company, Five9, I was recently invited to attend a user conference to learn all about their...
A #CX Suggestion For My Local Starbucks
I met a colleague at the local Starbucks earlier today to talk about a few things. Upon walking into the store, I noticed the...
5 Tips To Make A Prickly Situation Beautiful
This post was originally published on Doug Sandler’s Guest Blog of Amazingness. Click here to read the original post. When I was a teenager, I...
5 Ways To Be Your Customer’s Hero
I recently had the opportunity to read the brand new customer service and experience book, Be Your Customer’s Hero, by Adam Toporek. Having reviewed many...
Are You Ready For A Video Barista? Part 2
A couple weeks ago I shared about my initial experience with my very first video barista at Starbucks. If you recall, I was completely...
What’s Your Flavor Of Customer Service?
Some time ago a friend shared this story with me about a Yelp battle between a customer and a restaurant owner. The conflict stemmed from the business...
Small Business Customer Service: The Last Frontier
Photo Credit: IMDB I was turned on to Alaska: The Last Frontier about a year ago and was instantly hooked. In the show, the Kilcher family lives...
A Silent Customer Isn’t Always A Happy Customer
We frequently go through some of our larger customer accounts and call the customers to check in and see how the service is working for...
A Flowery Customer Experience Is Worth Every Penny
My wife loves flowers–and in particular, gerber daisies. There’s one catch. To her there’s a huge difference between the oh-by-the-way flower purchase from Costco...
Multitasking And Dual Monitors In The Contact Center
In our contact center, we have taken great strides to discourage multitasking and encourage our agents to focus on one customer at a time....
3 Leadership Insights From Do Lead By @LesMcKeown
My boss recently returned from a conference with a couple books in hand designated for moi. One of them was a nifty little book...
Asking For Feedback: Solicitation Or Just Plain Smart?
A few months ago I started to notice I was receiving notes of good feedback from customers about a couple agents in particular. Incidentally...
Another Slice Of That Apple Customer Experience Please
My co-blogger, Jenny Dempsey and I are both the proud owners of new iPhones after many years as Android users. Jenny went with the...