Category Archive for "Jeremy Watkin"
My Understanding of AI in CX so Far. Things Could Change!
Share this article: This article first appeared on CX Accelerator on January 7, 2019. Click here to read the original post. I’m not known for being quick on the uptake by those closest to me. A couple prime examples include...
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I Can’t Believe You Cut Me Off!
Share this article: It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. New in 2019, the state moved to an online system for fishing and hunting licenses...
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Surprise! Making Customer Birthday Experiences Stand Out
Share this article: My son and I have birthdays a few days apart in January and I always love observing what various companies do to recognize us on our special days. My son’s information isn’t plastered all over the interwebs...
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Caring for Customers. Which Door Will You Choose?
Share this article: I have many guilty pleasures during the holidays – generally food-related. One of my biggest is eggnog and in recent years I’ve grown to love eggnog lattes. They’re sweet, creamy, and delicious with just a hint of...
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Customer Service Edge Cases. To Empower or Not to Empower?
Share this article: This article originally appeared on CustomerThink on December 17, 2018. Click here to read the original post. Have you noticed the change in professional sports television viewing over the past few years where it’s become standard for...
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FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019
Share this article: The text of this article originally appeared on the FCR blog on December 5, 2018. Click here to read the original. Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked...
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How Chat Analytics Differs from Voice Analytics
Share this article: This article originally appeared on the OpusResearch blog on November 16, 2018. Click here to read the original. Today’s contact centers are overflowing with insights about how to deliver a better customer experience. There’s just one problem:...
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Sad and Happy Goodbyes
Share this article: Nobody likes goodbyes, right? Well sometimes we like them. I’ve had a couple recently in my life as a customer — one that I’ve fantasized about for a while and another that hit me by surprise and...
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Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)
Share this article: This article was originally published on the MaestroQA blog on December 2, 2018. Click here to read the original post. Creating a quality form for your customer service team can be a scary task. Questions abound. How...
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A Miscellaneous Lot of Thoughts on Quality Scoring
Share this article: Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. As I was scanning my list of blog post ideas, I realized I...
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