Amazing Business Radio with Shep Hyken

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I never use the term hero lightly, but if you asked me to list my customer service heroes, Shep Hyken is right at the top of the list. He’s a New York Times bestselling author of books like Moments of Magic, Amaze Every Customer Every Time, and The Cult of the Customer. All great reads by the way.

I was recently honored to join him on his show, Amazing Business Radio, to discuss customer service. We talked about a variety of topics including some keys to building a voice of customer program in your contact center. We also discussed key “stop words” to avoid saying to customers at all cost. We wrapped up the conversation by talking by discussing some interesting trends in customer service technology.

Click the link below to listen to the conversation in its entirety. Be sure to subscribe to his show to hear many other great interviews from customer service and experience experts. Also, Shep and I will both be speaking at the 2017 ICMI Contact Center Expo and Conference in Orlando, Florida on May 22-25. Drop me a line if you’ll be there as well.

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Jeremy Watkin
Head of Quality
FCR

Jeremy Watkin is the Head of Quality at FCR. He has more than 15 years of experience as a customer service professional.  He is also the co-founder and regular contributor on Communicate Better Blog.  Jeremy has been recognized many times for his thought leadership.  Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

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