Customer Service Archives - Page 11 of 74

3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Posted on September 7, 2018 by Jeremy Watkin

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago […]

Contact Center, Customer Experience, Customer Service, Jeremy

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

4 Contact Center Tools and Updates From Q2

Posted on August 3, 2018 by Jeremy Watkin

This article was originally published on the FCR blog on July 5, 2018. Click here to read the original and to see a video version. […]

Contact Center, Customer Service, Jeremy

Calming the Quit Reflex With Coaching

Posted on July 25, 2018 by Jeremy Watkin

This article was originally published on June 25, 2018 on the FCR Blog. Click here to read the original. On this recent Father’s Day, my […]

Customer Service, Jeremy, Leadership, Motivation

Right and Wrong

Posted on July 20, 2018 by Jeremy Watkin

This article was originally published on the FCR blog on June 15, 2018. Click here to read the original. The difference between right and wrong […]

Customer Service, Jeremy, Leadership, Motivation

Customer Service Surprises When You Least Expect Them

Posted on July 17, 2018 by Jenny Dempsey

Are you in “The Customer Service Zone”? This is type of mindset where, as an agent, you find that customers are generally friendly and cooperative, […]

Customer Service, Jenny

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