Customer Service Archives - Customer Service Life

Thoughts on Serving Ungrateful Customers

Posted on July 22, 2024 by Jeremy Watkin

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 […]

Contact Center, Customer Experience, Customer Service, Jeremy

The Anatomy of an Effective Contact Center One-on-One Conversation

Posted on February 29, 2024 by Jeremy Watkin

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 […]

Contact Center, Customer Service, Jeremy, Vistio Knowledge Collective

Why Contact Center Quality Assurance Matters

Posted on January 31, 2024 by Jeremy Watkin

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 […]

Contact Center, Customer Service, Jeremy, Vistio Knowledge Collective

Response Etiquette for Public Customer Comments

Posted on December 4, 2023 by Jeremy Watkin

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 […]

Contact Center, Customer Experience, Customer Service, Jeremy, Vistio Knowledge Collective

Is Resolving the Customer’s Issue Good Enough, or Can We Do Better?

Posted on May 23, 2023 by Jeremy Watkin

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 […]

Customer Experience, Customer Service, Jeremy

Customer Service Life Updates – April 2022

Posted on April 12, 2023 by Jeremy Watkin

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 […]

Contact Center, Customer Experience, Customer Service, Jeremy

Tags in Your Ticketing System: How, Why, and When to Use Them

Posted on March 13, 2023 by Jeremy Watkin

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 […]

Contact Center, Customer Experience, Customer Service, Jeremy

5 Lessons Learned While Attempting to Boost Contact Center Productivity

Posted on February 28, 2023 by Jeremy Watkin

This article was originally published on CustomerThink and is being republished with the permission of the editor. I’ve come to the realization recently after seeing […]

Contact Center, Customer Experience, Customer Service, Jeremy

How to support customers when the service is buggy

Posted on December 2, 2022 by Jenny Dempsey

“Please also include a section that deals with situations where the product (software) quality is not good because of which the customers always get stuck […]

Customer Experience, Customer Service, Jenny, Motivation