Coffee and Customer Service: Our Most Depressing Hangout Yet
In this latest hangout, get all of our latest updates including: Upcoming speaking engagements (2017 ICMI Contact Center Expo and Conference) Jeremy’s an Advisor for […]
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 Skill of an Empathetic Response
This post originally appeared on the FCR blog on December 22, 2016. Click here to read the original. Coincidentally, Jenny also had to say goodbye […]
Continue reading »
6 Tips for Seasonally Ramping Up Your Customer Service Team
This post was originally published on December 20, 2016 on the FCR blog. Click here to read the original. ‘Tis the season for ramping up […]
Continue reading »
Forty, Freezing, Fear, and Failure
Today was my birthday. The big three nine, which signifies the last year of my thirties. This birthday happened to coincide perfectly with the coldest […]
Continue reading »
4 Hacks to Better Contact Center Management
This article was originally published on the FCR blog on December 15, 2016. Click here to read the original post. During Customer Service Week this year, […]
Continue reading »
Reviewing “The Effortless Experience”
This post originally appeared on the FCR blog on December 14, 2016. Click here to read the original. I’ve often heard concepts from The Effortless […]
Continue reading »
A Seat at the Customer Experience Table
This article was originally published on the FCR blog on December 9, 2016. Click here to read the original. We recently had a client ask […]
Continue reading »
Jeremy and Jeremy Make ICMI’s Top 50 Thought Leaders List!
It’s the most wonderful time of the year– especially when we got named to ICMI’s Top 50 Thought Leaders for 2016. This was the 3rd […]
Continue reading »
Recapping Our Zendesk U Training
This article originally appeared on the FCR Blog. I thought it to appropriate to share here for any folks who might use Zendesk. Click here […]
Continue reading »
A 360 Degree Look at First Contact Resolution
I recently had the privilege of participating in a panel discussion on First Contact Resolution (FCR), the metric, at the ICMI Contact Center Demo. It […]
Continue reading »