Jeremy Watkin: Building a CX-focused Contact Center

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 with an outsourcer a half dozen years ago. Since going to work for an outsourcer, I’ve been witness to dozens...

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 from surprised customers, sometimes months down the road, who didn't realize we were going to automatically bill their credit card....

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 gift cards, bagels, pizza parties, games, leaderboards, and trophies all in an effort to get my team...

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 outside group on a new business venture called Phone.com. In 2007, in the midst of the Global...

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 us customer service operations folks are really good at. ...

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. I spoke with members of that team and they cited policies and various product failures as the...

Can Your Quality Assurance Team Really Monitor 100% of Calls? Should It?

A client recently posed an interesting question to our team, asking, “Is it possible to quality monitor...

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 his own. She and the support agent discussed various options like fitting him with a peg leg,...

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 channels for customer service. The shiny new object in the room by far was SMS chatbots. This...

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 that’s pretty much how it is with all technology these days. On one side we have emerging support channels like...

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