Category Archive for "Jeremy Watkin"

bestpractice

6 Best Practices For Optimizing Zendesk

Share this article: One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. One tool we work with quite often is Zendesk, an omnichannel customer...
Read More
surprised

Hiring for Culture: There Should Be No Surprises on Day One

Share this article: This article was originally published on the ICMI blog on May 13, 2019. Click here to read the original. Picture Adam Sandler in The Wedding Singer when his ex-fiancee explained why she left him at the altar...
Read More
copypastetext

Learning to Speak the Language

Share this article: Thinking back on my first customer service job, our entire training manual was five pages. Yes you read that correctly — 5 pages! So basically we had zero training. At the time we did email and phone...
Read More
eatingdinner

3 Lessons Bill Murray Teaches Us About Customer Service

Share this article: I have a confession. I love scrolling through the “Documentaries” genre on Netflix typically looking for some good historical and/or biographical entertainment. On a recent stroll I stumbled upon “The Bill Murray Stories: Life Lessons Learned from...
Read More
qualitygauge

So You Need a Quality Application? Consider These 7 Things

Share this article: Let’s get real for a minute. How are you currently tracking quality for your customer service team? At the enterprise level there are some incredible tools out there using machine learning to grade calls for you. But...
Read More
maxvalue

4 Tips to Get Value From Contact Center Quality Scores

Share this article: This article was originally published on CustomerThink on April 3, 2019. Click here to read the original. I have two scenarios for you regarding contact center quality assurance. In the first, imagine a manager or supervisor listening...
Read More
We-Want-Feedback

What’s Feedback?

Share this article: Not too long ago it was breakfast time in our house and my 7-year-old was sitting at the counter, eating a bowl of Cheerios, and apparently studying a box of Legos he had purchased with some birthday...
Read More
balancing

Quality, Productivity, and Striking the Right Balance

Share this article: This article was originally published on the ICMI Blog on March 19, 2019. Click here to read the original post. When I say “metrics” what’s the first thing that comes to mind? If your answer is spreadsheets...
Read More
partnershipFB

Outsourcing Can Make Your Customer Experience Better. Here’s How.

Share this article: This article was originally published on the Talkdesk blog on March 15, 2019. Click here to read the original post. Looking back a decade or so ago, I was a customer service manager at a small SaaS...
Read More
tire-man-fb

A Blueprint for Getting and Keeping Customers (Hint: Make it Ridiculously Easy)

Share this article: In November of 2017 I aired out my grievances about a terrible tire buying experience and concluded the post by saying that I’d follow up after my next experience. As it so happens, I (thankfully) haven’t had...
Read More