Customer Service Life

Contact Center Training and Quality – They Belong Together

Posted on January 15, 2018 by Jeremy Watkin

This article was originally posted on the FCR blog on December 15, 2017 in partnership with my colleague and training expert, Sheri Kendall-duPont. Click here […]

Customer Service, Jeremy

Breaking the Ice Episode #41: 2018 Customer Service Resolutions

Posted on January 10, 2018 by Jeremy Watkin

Season 2 of Breaking the Ice is here and so is 2018. Tune in as we share our personal New Year’s Resolutions and then talk […]

Breaking the Ice, Customer Service, Jenny, Jeremy

It Takes an Army

Posted on January 8, 2018 by Jeremy Watkin

I crossed into old age this weekend. I turned forty! One of my favorite things to do on my birthday is to start the day […]

Jeremy, Leadership, Motivation

Jenny and Jeremy Are 2017 ICMI Thought Leaders

Posted on January 7, 2018 by Jeremy Watkin

Each year ICMI accepts nominations for and then publishes their list of Top 50 Thought Leaders from the contact center industry. It has been a […]

Contact Center, Jenny, Jeremy

Emotional Intelligence Insights From Happy Gilmore

Posted on January 2, 2018 by Jeremy Watkin

This article was originally published on the FCR blog on December 14, 2017. Click here to read the original. One of my favorite movies is Happy […]

Jeremy, Leadership, Motivation

Give the Gift of Quality Time

Posted on December 20, 2017 by Jeremy Watkin

I can remember it well. I was nine-years-old when my parents put my brother Jeff and me on a plane from California to the far […]

Jeremy, Motivation

Quality Scores: Are They Really Necessary?

Posted on December 15, 2017 by Jeremy Watkin

This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. Click here for the original. Pretty much every […]

Contact Center, Customer Service, Jeremy

A Surefire Blueprint for Losing Customers

Posted on December 12, 2017 by Jeremy Watkin

This article was first published on the FCR blog on November 28, 2017. Click here to read the original. I’ve only ever purchased tires from […]

Customer Experience, Customer Service, Jeremy

The Story of Buca di Beppo & One Picky Eater

Posted on December 12, 2017 by Jenny Dempsey

I’m a picky eater. I prefer to avoid meat, wheat and dairy. Going to a restaurant, unless they cater specifically to vegan or wheat free […]

Customer Experience, Good Customer Service, Jenny

Outsourcing With Dedicated Agents is Better. Here are 5 Reasons Why.

Posted on December 7, 2017 by Jeremy Watkin

This article was originally published on the FCR blog on November 20, 2017. Click here to read the original. When it comes to outsourcing customer […]

Contact Center, Customer Service, Jeremy

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