Jeremy Watkin: Service Excellence in the Contact Center — People and Technology

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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