Jeremy Watkin

Calming the Quit Reflex With Coaching

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 wife gave me a free pass to head to the mountains for a few hours to go fishing. I got all my fly fishing gear loa...

3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on...

The 3 Whys Behind Yes/No Quality Scoring

This article originally appeared on the FCR blog on May 9, 2018. Click here to read the original. Without exaggeration, I think I’ve seen quality forms for a hundred different companies in my tenure at FCR and can confidently say that they come in all ...

Contact Center Metrics ARE Customer Experience Metrics

This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original. We’re rapidly approaching three years since I joined FCR as Head of Quality. Upon joining, I was tasked with a couple of key ...

Boost Your Customer Experience with Bonus Content

Chuy loves bonus content, but spam and junk mail, not so much. This article originally appeared on the FCR blog on April 27, 2018. Click here to read the original. It’s been a long time since I welcomed a new dog into my home — at least a decade by my...

The Dead Giveaway for a Canned Customer Service Response

This article was originally published on the FCR blog on April 23, 2018. Click here to read the original. The Benefits and Drawbacks of Macros It’s possible that I’ve beaten the topic of macros (canned responses) to death in past articles but I have so...

4 Useful Tools For Your Contact Center

This article was first published on the FCR blog on April 6, 2018. Click here to read the original. As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. While it’s fun fun to see what’s new, it can be ...

Workforce Management According to Jeremy(s)

This article was originally published on the FCR blog on March 30, 2018. Click here to read the original. I’m quite fond of the names of a couple members of our Workforce Management Team at FCR — Jeremy Grogan and Jeremy Conway. In fact, I often get co...

Turn Your Contact Center Into a CX Lab

It’s not uncommon at FCR for one of our clients to reward a top-performing agent on the team with an all expenses paid trip...

A Recent Customer Experience and What I Wish I Had Said

I recently had a customer experience that totally threw me for a loop and had me struggling with how to respond in the moment. Are you good at responding to situations like that?

7 Tips for Keeping Slack Organized

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 FCR recently asked if I recommend any other communication and collaboration tools besides Slack. As I mentioned ...

5 Ways Support Teams Use Slack to Improve Communication

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 communication by storm and seems to be doing a good job of slimming down the inboxes of many professionals. A quic...

5 Ways Leaders Can Inspire a Culture of Service

This article was first published as a featured contribution on the ICMI blog on January 30, 2018. Click here to read the original. Right out of college I was hired to work on the customer service team at a small, rapidly growing startup. In our industr...

A Tale of Two HVAC Repair Experiences — Part 2

This article was originally published on the FCR blog on January 22, 2018. Click here to read the original. In part one of this series I spent a great deal of time griping about my experience with the first HVAC company I enlisted to fix my a...

4 Myths About Chat Support. AI to the Rescue?

A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents...

Innovations to Eliminate Annoying Hold Music

This article originally appeared on the FCR blog on January 22, 2018. Click here to read the original and click here to watch a YouTube video with more information on these technologies. While the telephone has certainly lost some of its market share t...

A Tale of Two HVAC Repair Experiences — Part 1

When it’s cold outside, the service from your HVAC repair technician shouldn’t be. This article was first published on the FCR blog on January 10, 2018. Click here to read the original post. It was during the first frost of the year with the temperatu...

Contact Center Training and Quality – They Belong Together

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 to read the original. In contact centers, training and quality are often mutually exclusive...

A Surefire Blueprint for Losing Customers

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...

Stay Nimble with “A La Carte” Customer Service Solutions

Just a bit over a year ago my boss approached me and asked me to start an “Emerging Technologies Team” at FCR. This was...

New Posts