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.
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.…
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…
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...
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…
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…
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…
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...
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…
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…
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…
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....
6 Considerations for Building a Purposeful Quality Scorecard
Image by Ray Shrewsberry from Pixabay This article was originally published on the ICMI Blog on July 18, 2019. Click here to read the original...
Always Leave a Place Better Than You Found It
Image by Michal Jarmoluk from Pixabay This article was originally published on the FCR blog on July 17, 2019. Click here to read the original…
5 Considerations for Creating a Multi-Channel Quality Management Form
This article was originally published on the MaestroQA blog on June 6, 2019. Click here to read the original post. If you had to choose, what would…
5 Emerging Technology Systems and Updates from Q2
This article was originally published on the FCR blog on July 3, 2019. Click here to read the original post and be sure to watch…
4 Good Reasons to Kill Email-Based Customer Support
I recently sat with a group of customer service leaders who declared that email support was dead for their company. They were turning off...
6 Best Practices For Optimizing Zendesk
One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies.…
Setting the Record Straight on CSAT, NPS, and CES
Image by Free-Photos from Pixabay This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did…
Hiring for Culture: There Should Be No Surprises on Day One
Image by Robin Higgins from Pixabay This article was originally published on the ICMI blog on May 13, 2019. Click here to read the original. Picture Adam…
Learning to Speak the Language
Image by Gerd Altmann from Pixabay This article was first published on the FCR blog on June 7, 2019. Click here to read the original…