Category Archive for "Jeremy Watkin"
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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7 Essentials for a Customer Service Voice and Style Guide
Share this article: This article was originally published on CustomerThink on October 12, 2018. Click here to read the original post. Over the past few years, I’ve worked with dozens of our new clients at FCR to help them design...
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The Customer Service Advice We’re Thankful For
Share this article: If you’re having trouble finding something to be thankful for, try emailing a thousand or so of your friends and colleagues and ask them to share what they’re thankful for. That’s what I did recently here at...
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Customer Experience Insights From the Innovators
Share this article: Of my heroes for their ability to tell an amazing story, Walter Isaacson, author of biographies on Albert Einstein, Benjamin Franklin, Steve Jobs, and others easily makes the list. I just finished a listen of his book,...
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Customer Service Inspiration from my Bookshelf
Share this article: This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post. Can we all acknowledge that customer service is a hard job? Whether...
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