Thoughts on Serving Ungrateful Customers
Have you ever assisted a customer and you really, really wanted to find a solution for them? Yes, I know in customer support our goal […]
Continue reading »Author: Jeremy Watkin
Jeremy Watkin is Director of Customer Experience and Support at NumberBarn. He has more than 19 years of experience as a customer service and contact center professional leading high-performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, product marketing, social media, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Be sure to connect with him on Twitter and LinkedIn.
The Anatomy of an Effective Contact Center One-on-One Conversation
Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential […]
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Why Contact Center Quality Assurance Matters
Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as […]
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Features, Bugs, Insights and the Art of Solving Customer Problems
It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about […]
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Response Etiquette for Public Customer Comments
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 […]
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The 5 Essential Behaviors Before Concluding Customer Interactions
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 […]
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Angry Feedback is Still Valuable Feedback
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 […]
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Is Resolving the Customer’s Issue Good Enough, or Can We Do Better?
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 […]
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Customer Service Life Updates – April 2022
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 […]
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Tags in Your Ticketing System: How, Why, and When to Use Them
In a world of social media, especially Instagram, I fear that we’ve fallen into a belief that more hashtags is better. Think about the last […]
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