Contact Center Archives - Page 3 of 20

8 Proof Points that Buddy the Elf is a Contact Center Expert

Posted on December 23, 2020 by Jeremy Watkin

I just love Christmas movies as evidenced by the dozen or so that I dust off and watch every December. In past years I’ve written […]

Contact Center, Jeremy

The Responsibility of Front Line Staff When Lines are Long

Posted on December 14, 2020 by Jeremy Watkin

I was recently with my father-in-law at a doughnut shop. The line was fairly long and not moving quickly. The person behind the counter serving […]

Contact Center, Customer Experience, CXQOTD, Jeremy

Thrive, Not Survive During Those Contact Center Peaks

Posted on December 3, 2020 by Jeremy Watkin

I was recently asked to share some ideas and tips with the readers at Customer Service Weekly as part of a larger Black Friday Survival […]

Contact Center, Customer Service, Jeremy

Adopting a “One to say yes. Two to say no” Policy in the Contact Center

Posted on November 18, 2020 by Jeremy Watkin

I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” Of course, it was […]

Contact Center, Customer Experience, Customer Service, Jeremy

New Contact Center Leaders, Here are Practical Solutions to Four Problems You’re Likely to Face

Posted on November 15, 2020 by Jeremy Watkin

This article was originally published on CustomerThink and is being reposted with permission from the editor. Click here to read the original. My first job […]

Contact Center, Customer Experience, Customer Service, Jeremy

The Value of Team-Building Activities

Posted on November 7, 2020 by Jeremy Watkin

Early in my career as a customer service leader, I worked for a company that had a tradition of ordering lunch for the entire office […]

Contact Center, Customer Experience, Jeremy, Leadership

On Being an Accountable Customer Service Leader

Posted on October 13, 2020 by Jeremy Watkin

I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great […]

Contact Center, Customer Service, Jeremy

I Did Quality Assurance Without Scores and I Liked It

Posted on September 24, 2020 by Jeremy Watkin

I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a […]

Contact Center, Customer Service, Jeremy