Customer Service Life

Response Etiquette for Public Customer Comments

Posted on December 4, 2023 by Jeremy Watkin

Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or […]

Contact Center, Customer Experience, Customer Service, Jeremy, Vistio Knowledge Collective

The 5 Essential Behaviors Before Concluding Customer Interactions

Posted on October 28, 2023 by Jeremy Watkin

Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team […]

Contact Center, Customer Experience, Jeremy, Leadership, Vistio Knowledge Collective

Angry Feedback is Still Valuable Feedback

Posted on September 17, 2023 by Jeremy Watkin

We’ve had a certain lingering bug for a long, long time. We suspected that a bug existed in our system because customers often complained about […]

Customer Experience, Jeremy

4 Lessons I Learned After Being Laid Off

Posted on August 11, 2023 by Jenny Dempsey

Going through a layoff can be really tough and emotional. Personally, when I got laid off, it shook my confidence, tested my resilience, and left […]

Jenny, Motivation

From Junk to Gems: The Connection Between #CX and Furniture Flipping

Posted on July 14, 2023 by Jenny Dempsey

In a world where “out with the old, in with the new” often prevails, furniture flipping stands as a testament to the transformative power of […]

Customer Experience, Jenny

Puppies, Guest Requests, and FreshDesk: A Tale of Streamlining Puppy Parties

Posted on July 7, 2023 by Jenny Dempsey

Who doesn’t love adorable puppies at special events? I’m thrilled to be a volunteer with The Animal Pad’s Puppy Party Program where we bring rescue puppies […]

Customer Experience, Jenny

Is Resolving the Customer’s Issue Good Enough, or Can We Do Better?

Posted on May 23, 2023 by Jeremy Watkin

As an early-morning runner with a dog, one of the most essential pieces of equipment to ensure success is my headlamp. As a clumsy human […]

Customer Experience, Customer Service, Jeremy

Seeking Input: Share Your Layoff Experience to Help Others

Posted on May 15, 2023 by Jenny Dempsey

Losing a job can be a rollercoaster of emotions, and I’m here to share my story with you, as well as extend an invitation to […]

Jenny, Motivation

Customer Service Life Updates – April 2022

Posted on April 12, 2023 by Jeremy Watkin

One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in […]

Contact Center, Customer Experience, Customer Service, Jeremy