Jeremy Watkin: Building a CX-focused Contact Center
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...
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...
Stay Nimble with “A La Carte” Customer Service Solutions
Just a bit over a year ago my boss approached me and asked me to start an “Emerging Technologies Team” at FCR. This was...
Quality Scores: Are They Really Necessary?
Pretty much every contact center on the planet has some sort of a quality assurance process — or so I learned when I contracted...
The CSAT Conundrum: Making Customers Happy vs. Limiting Concessions
In a previous role, I remember when we switched our sign up from an opt-in model to opt-out. This change led to many calls...
Incentive Programs for Service Agents: A Pre-Implementation Checklist
As a contact center leader, I’ve tried it all when it comes to motivating
agents. I’ve done...
4 Tips to Avoid the Customer Service Mistakes I Made 10 Years Ago
I had been managing a support team for a few years when my employer
partnered with an...
Transform Customer Service into a Customer Insight Machine
I’ve spent most of my professional career in a contact center, and let me
tell you what...
In Customer Service, You Must Choose Between Speed and Wow. Or Do You?
Our client’s customer satisfaction (CSAT) scores were below goal and there
was pressure to turn them around....
Can Your Quality Assurance Team Really Monitor 100% of Calls? Should It?
A client recently posed an interesting question to our team, asking,
...
A Recipe for Consistent Customer Service: 5 Key Ingredients
A customer contacted support because she dropped her beloved Winston and he
could no longer stand on...
How Machine Learning Can Add Value to Customer Service Automation
It wasn’t long ago that we hosted a webinar for our clients that focused on
emerging messaging...
Should Emerging Customer Service Channels Be Handled Like Chat or Email?
The landscape of customer service technology is changing rapidly. I’m gonna go out on a limb here and call it a land rush, but...