Word Study: Respect
Mean faces, name calling, yelling in anger, and spitting all seem to be par for the course when it comes to raising young boys — […]
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.
4 Customer Success Lessons Learned from a (Much Improved) Internet Installation
I’ve been critical of the cable companies many times on this blog but am thrilled that this isn’t one of those posts. After recently moving […]
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4 Good Reasons to Kill Email-Based Customer Support
This article was originally published on CustomerThink.com on August 23, 2019. Click here to read the original. I recently sat with a group of customer […]
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Insight Gained From Pain and Deferred Maintenance
I think it started a year and a half ago when I adopted a husky mix puppy with an incredible gift for pulling, intent on […]
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The Tale of Two Customer Service Responses
New state (California) and new city (San Diego) meant it was time to register my cars — and in the State of California, getting a […]
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Another Birthday Surprise. Coincidence? I Think Not!
Not long ago I was in the air somewhere between San Jose and San Diego when the Southwest flight attendant instructed everyone to close their […]
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6 Considerations for Building a Purposeful Quality Scorecard
This article was originally published on the ICMI Blog on July 18, 2019. Click here to read the original post. When I took a job […]
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Optimizing the Cancellation Experience: What’s the Right Amount of “Friction”?
This article was originally published on CustomerThink as my regular Advisor column on June 21, 2019. Click here to read the original post. In my […]
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Always Leave a Place Better Than You Found It
This article was originally published on the FCR blog on July 17, 2019. Click here to read the original post. A childhood memory is etched […]
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5 Considerations for Creating a Multi-Channel Quality Management Form
This article was originally published on the MaestroQA blog on June 6, 2019. Click here to read the original post. If you had to choose, what would […]
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