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.
Sad and Happy Goodbyes
This article was originally published on the FCR blog on December 21, 2018. Click here to read the original. Nobody likes goodbyes, right? Well sometimes we like them....
Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)
This article was originally published on the MaestroQA blog on December 2, 2018. Click here to read the original post. Creating a quality form for your customer…
A Miscellaneous Lot of Thoughts on Quality Scoring
This article was originally published on the FCR blog on December 10, 2018. Click here to read the original. Over the past year or so I’ve had many conversations ...
The Customer Service Advice We’re Thankful For
This article was originally published on the FCR blog on November 21, 2018 for Thanksgiving. Click here to read the original post. If you’re having…
Customer Service Edge Cases. To Empower or Not to Empower?
Have you noticed the change in professional sports television viewing over the past few years where it’s become standard for a rules official, oftentimes...
Customer Experience Insights From the Innovators
This article was originally published on the FCR blog on November 15, 2018. Click here to read the original. Of my heroes for their ability…
Customer Service Inspiration from my Bookshelf
This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post. Can we…
5 Tips to Go From Scary to Scary Good Customer Service
OK it’s not Halloween but these tips are still relevant. Check out this article from October 31 on the FCR blog. It’s Halloween, the season…
Holistically Approaching a Frazzled Customer Service Professional
This article was originally published on the FCR blog on October 20, 2018. Click here to read the original. How committed are you to getting…
4 CX Actions for the Cash-strapped, Resource-limited Contact Center
This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a…
Book Review: Be Amazing or Go Home by Shep Hyken
This article was originally published on the FCR blog on September 21, 2018. Click here to read the original. When I started blogging about my…
7 Essentials for a Customer Service Voice and Style Guide
Over the past few years, I’ve worked with dozens of our new clients at FCR to help them design a quality process for the...
The Subtle Differences Between Good and Bad Customer Service
This article was originally published on the FCR blog on August 31, 2018. Click here to read the original. I recently spent some time with…
Own Your Stuff!
This article was originally published on the FCR blog on August 24, 2018. Click here to read the original. I was driving home the other…
Eating Your Own Dog Food
This article was originally published on the FCR blog on August 16, 2018. Click here to read the original. I’ve already established that I’m a big…
Where Policies and Great Customer Service Coexist
Grand Tetons National Park – Photo Credit: Jeremy Watkin This article was originally published on the FCR blog on August 9, 2018. Click here to…
5 Coaching Techniques That Will Move the Needle
This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching…
To Apologize or Not To Apologize
This article was originally published on the FCR blog on July 17, 2018. Click here to read the original. When customers contact you with a…
Synchronous vs. Asynchronous Support Channels: Which is Better for Agents and Customers?
I’ve found the topic of support channel mix to be an interesting study in organizations. Traditional channels can be categorized a few different ways....
6 Notes from SDX 2018
This article was originally published on July 11, 2018 on the FCR blog. Click here for the original. As a semi-active participant in the Support Driven…