Customer Service Archives - Page 3 of 64

The 3 Whys Behind Yes/No Quality Scoring

Posted on May 31, 2018 by Jeremy Watkin

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, Customer Service, Jeremy

Breaking the Ice Episode #61: College Sports & Emotional Connections w/ Debbie Szumylo

Posted on May 30, 2018 by Jeremy Watkin

In this episode we break the ice with one of our best Twitter friends, Debbie Szumylo. She’s Manager of Customer Advocacy, a huge college sports […]

Breaking the Ice, Customer Experience, Customer Service, Jenny, Jeremy

Breaking the Ice Episode #60: Websites & Difficult Customers w/ Adam Toporek

Posted on May 23, 2018 by Jeremy Watkin

Episode #60 is a special treat as we welcome Adam Toporek. He’s a customer service expert, author, and trainer. Check out his book, “Be Your […]

Breaking the Ice, Customer Experience, Customer Service, Jenny, Jeremy

Contact Center Metrics ARE Customer Experience Metrics

Posted on May 21, 2018 by Jeremy Watkin

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 […]

Contact Center, Customer Experience, Customer Service, Jeremy

Breaking the Ice Episode #59: Dream Cars and Policies w/ David Beaumont

Posted on May 16, 2018 by Jeremy Watkin

In Episode #59 we break the ice with David Beaumont. He’s a Technical Support Specialist, regular participant in the #Custserv chat on Twitter on Tuesday […]

Breaking the Ice, Customer Experience, Customer Service, Jenny, Jeremy