Customer Experience Archives - Page 12 of 52

5 Coaching Techniques That Will Move the Needle

Posted on August 27, 2018 by Jeremy Watkin

This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching […]

Contact Center, Customer Experience, Customer Service, Jeremy

To Apologize or Not To Apologize

Posted on August 22, 2018 by Jeremy Watkin

When customers contact you with a problem, do you apologize or do you not? Let’s work through a couple scenarios. In the first scenario you […]

Contact Center, Customer Experience, Customer Service, Jeremy

6 Notes from SDX 2018

Posted on August 6, 2018 by Jeremy Watkin

This article was originally published on July 11, 2018 on the FCR blog. Click here for the original. As a semi-active participant in the Support Driven […]

Customer Experience, Customer Service, Jeremy

Surveying the Omnichannel Landscape

Posted on July 9, 2018 by Jeremy Watkin

Omnichannel is a word that’s mentioned often in customer support circles and it’s fascinating to see what existing cloud-based platforms like Zendesk and Salesforce are doing to make this […]

Contact Center, Customer Experience, Customer Service, Jeremy

Would you ditch phone support in your contact center?

Posted on June 29, 2018 by Jenny Dempsey

For us in the contact center world, we know it’s expensive to run a full time phone support contact center. It’s even more expensive when […]

Contact Center, Customer Experience, Customer Service

Turn Your Contact Center Into a CX Lab

Posted on June 18, 2018 by Jeremy Watkin

This article was original published on CustomerThink as part of Jeremy’s regular advisor column on April 13, 2018. Click here to read the original.It’s not uncommon at […]

Customer Experience, Customer Service, Jeremy