Customer Service Life

The Way It’s Always Been Done

Posted on May 16, 2022 by Jeremy Watkin

I’ve never really considered myself a “reptile person.” On those occasions where I’ve encountered snakes while hiking or working in the yard, I always jump […]

Contact Center, Customer Experience, Customer Service, CXQOTD, Jeremy

Optimizing Self-Service: 4 Lessons Learned from Our Chatbot Journey

Posted on May 11, 2022 by Jeremy Watkin

This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a […]

Contact Center, Customer Experience, Customer Service, Jeremy

5 things I learned from taking bereavement leave

Posted on April 6, 2022 by Jenny Dempsey

My dad died on a Saturday in March 2022. An expected, yet unexpected, passing, I learn in the hospital that I am listed as his […]

Jenny, Motivation

It’s ok to not face your fears

Posted on March 30, 2022 by Jenny Dempsey

I didn’t want to dive for the baseball. While I’m not necessarily out of shape, I am not what you’d call “athletic” when it comes […]

Jenny, Motivation

Sometimes you win and sometimes you learn

Posted on March 14, 2022 by Jeremy Watkin

My kids have this sign hanging in their room that says “Sometimes you win and sometimes you learn.” I’m pretty sure it’s just a cheesy […]

Customer Experience, Jeremy, Motivation

Adapting expectations for yourself and your customers

Posted on January 10, 2022 by Jenny Dempsey

In the summer of 2021, I start planning a vacation to Hawaii. Counting down the days, it finally arrives. My first actual vacation since February […]

Jenny, Leadership, Motivation

How customer testimonial videos impact your VoC program

Posted on January 5, 2022 by Jenny Dempsey

I just upgraded my iPhone from an 8 to the 13 Pro. I actually went into the store to make the change. Old school, I […]

Customer Experience, Good Customer Service, Jenny

Striking the Right Balance as a Customer Service Leader

Posted on December 6, 2021 by Jeremy Watkin

As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on […]

Contact Center, Customer Service, Jeremy, Leadership