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.
4 Contact Center Tools and Updates From Q2
[unable to retrieve full-text content]This article was originally published on the FCR blog on July 5, 2018. Click here to read the original and to…
Calming the Quit Reflex With Coaching
This article was originally published on June 25, 2018 on the FCR Blog. Click here to read the original. On this recent Father’s Day, my…
3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance
Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on...
The 3 Whys Behind Yes/No Quality Scoring
This article originally appeared on the FCR blog on May 9, 2018. Click here to read the original. Without exaggeration, I think I’ve seen quality…
Contact Center Metrics ARE Customer Experience Metrics
This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original. We’re rapidly approaching three years since I joined FCR as…
Boost Your Customer Experience with Bonus Content
Chuy loves bonus content, but spam and junk mail, not so much. This article originally appeared on the FCR blog on April 27, 2018. Click…
The Dead Giveaway for a Canned Customer Service Response
This article was originally published on the FCR blog on April 23, 2018. Click here to read the original. The Benefits and Drawbacks of Macros…
4 Useful Tools For Your Contact Center
This article was first published on the FCR blog on April 6, 2018. Click here to read the original. As contact center leaders we’re often…
Workforce Management According to Jeremy(s)
This article was originally published on the FCR blog on March 30, 2018. Click here to read the original. I’m quite fond of the names…
Turn Your Contact Center Into a CX Lab
It’s not uncommon at FCR for one of our clients to reward a top-performing agent on the team with an all expenses paid trip...
A Recent Customer Experience and What I Wish I Had Said
I recently had a customer experience that totally threw me for a loop and had me struggling with how to respond in the moment. Are…
7 Tips for Keeping Slack Organized
This article was originally posted on the FCR blog on February 22, 2018. Click here to read the original post. One of my colleagues at…
5 Ways Support Teams Use Slack to Improve Communication
This article was originally published on the FCR blog on February 16, 2018. Click here to read the original. Slack has taken the world of…
5 Ways Leaders Can Inspire a Culture of Service
This article was first published as a featured contribution on the ICMI blog on January 30, 2018. Click here to read the original. Right out…
A Tale of Two HVAC Repair Experiences — Part 2
This article was originally published on the FCR blog on January 22, 2018. Click here to read the original. In part one of this series I spent…
4 Myths About Chat Support. AI to the Rescue?
A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents...
Innovations to Eliminate Annoying Hold Music
This article originally appeared on the FCR blog on January 22, 2018. Click here to read the original and click here to watch a YouTube…
A Tale of Two HVAC Repair Experiences — Part 1
When it’s cold outside, the service from your HVAC repair technician shouldn’t be. This article was first published on the FCR blog on January 10,…
Contact Center Training and Quality – They Belong Together
This article was originally posted on the FCR blog on December 15, 2017 in partnership with my colleague and training expert, Sheri Kendall-duPont. Click here…
A Surefire Blueprint for Losing Customers
This article was first published on the FCR blog on November 28, 2017. Click here to read the original. I’ve only ever purchased tires from...