Customer Service Life

Pardon My Delayed Email Response

Posted on March 30, 2018 by Jeremy Watkin

On occasion I’ve written blog posts out of frustration that lacked emotional intelligence — most of which remained in “draft” status and never saw the […]

Jeremy, Motivation

Breaking the Ice Episode #52: Alarm Clocks & Social Media No-nos w/ Scott Ontiveroz

Posted on March 28, 2018 by Jeremy Watkin

In Episode #52 we were privileged to break the ice with our good friend Scott Ontiveroz whom we enjoy collaborating with during the weekly #ICMIChat on Twitter. […]

Breaking the Ice, Customer Experience, Customer Service, Jenny, Jeremy

The Top 3 Lessons I Learned in 2017

Posted on March 24, 2018 by Jeremy Watkin

This article was originally published on the ICMI Blog on December 21, 2017. While it’s been a few months, these lessons are still relevant. Click here […]

Contact Center, Customer Experience, Customer Service, Jeremy

Breaking the Ice Episode #51: Favorite Smells & Tips for Working at Home

Posted on March 21, 2018 by Jeremy Watkin

In this, our 51st episode of Breaking the Ice, we scrape the bottom of the barrel and talk about our favorite scents. We also share […]

Breaking the Ice, Customer Service, Jenny, Jeremy

7 Tips for Keeping Slack Organized

Posted on March 18, 2018 by Jeremy Watkin

This article was originally posted on the FCR blog on February 22, 2018. Click here to read the original post. One of my colleagues at […]

Contact Center, Customer Service, Jeremy

5 Remote Support Team Pitfalls

Posted on March 15, 2018 by Guest Author

We know what’s eating Gilbert Grape…but what about your remote support team? Weird vibes, passive aggressive comments, and general disregard for the customer experience aren’t […]

Customer Service

Breaking the Ice Episode #50: Lakes, Beaches, & Reducing Customer Friction w/ Kaye Chapman

Posted on March 14, 2018 by Jeremy Watkin

In our 50th episode we break the ice with Kaye Chapman, Content and Client Training Manager at Comm100. We first discussed whether or not we’d […]

Breaking the Ice, Customer Experience, Customer Service, Jenny, Jeremy

5 Ways Support Teams Use Slack to Improve Communication

Posted on March 8, 2018 by Jeremy Watkin

This article was originally published on the FCR blog on February 16, 2018. Click here to read the original. Slack has taken the world of […]

Contact Center, Customer Service, Jeremy

Breaking the Ice Episode #49: Non-business Books & Great Customer Service Emails

Posted on March 7, 2018 by Jeremy Watkin

We’re huge fans of customer service and customer experience but sometimes it’s fun to read about something else. For example, Jenny is reading Food Sanity […]

Breaking the Ice, Customer Experience, Customer Service, Jenny, Jeremy