Customer Service Archives - Page 3 of 65

6 Notes from SDX 2018

Posted on August 6, 2018 by Jeremy Watkin

This article was originally published on July 11, 2018 on the FCR blog. Click here for the original. As a semi-active participant in the Support Driven […]

Customer Experience, Customer Service, Jeremy

4 Contact Center Tools and Updates From Q2

Posted on August 3, 2018 by Jeremy Watkin

This article was originally published on the FCR blog on July 5, 2018. Click here to read the original and to see a video version. […]

Contact Center, Customer Service, Jeremy

Calming the Quit Reflex With Coaching

Posted on July 25, 2018 by Jeremy Watkin

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 […]

Customer Service, Jeremy, Leadership, Motivation

Right and Wrong

Posted on July 20, 2018 by Jeremy Watkin

This article was originally published on the FCR blog on June 15, 2018. Click here to read the original. The difference between right and wrong […]

Customer Service, Jeremy, Leadership, Motivation

Customer Service Surprises When You Least Expect Them

Posted on July 17, 2018 by Jenny Dempsey

Are you in “The Customer Service Zone”? This is type of mindset where, as an agent, you find that customers are generally friendly and cooperative, […]

Customer Service, Jenny

Surveying the Omnichannel Landscape

Posted on July 9, 2018 by Jeremy Watkin

Omnichannel is a word that’s mentioned often in customer support circles and it’s fascinating to see what existing cloud-based platforms like Zendesk and Salesforce are doing to make this […]

Contact Center, Customer Experience, Customer Service, Jeremy

Would you ditch phone support in your contact center?

Posted on June 29, 2018 by Jenny Dempsey

For us in the contact center world, we know it’s expensive to run a full time phone support contact center. It’s even more expensive when […]

Contact Center, Customer Experience, Customer Service

Breaking the Ice Episode #64: A Stroll Down Memory Lane

Posted on June 20, 2018 by Jeremy Watkin

In lucky number 64 we share our favorite memories after more than a decade of working together. We then try to boil down to the […]

Breaking the Ice, Customer Service, Jenny, Jeremy

Turn Your Contact Center Into a CX Lab

Posted on June 18, 2018 by Jeremy Watkin

This article was original published on CustomerThink as part of Jeremy’s regular advisor column on April 13, 2018. Click here to read the original.It’s not uncommon at […]

Customer Experience, Customer Service, Jeremy