Category Archive for "Jeremy Watkin"
Always Leave a Place Better Than You Found It
Share this article: A childhood memory is etched in my brain. After spending a couple weeks at a friend’s cabin, we spent several hours on the final day cleaning. By cleaning I mean emptying trash, dusting, sweeping, vacuuming, washing the...
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5 Considerations for Creating a Multi-Channel Quality Management Form
Share this article: This article was originally published on the MaestroQA blog on June 6, 2019. Click here to read the original post. If you had to choose, what would you say are the absolute most important items on your...
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FCR Solutions Spotlight: 5 Emerging Technology Systems and Updates from Q2
Share this article: Looking back on quarter two, the nonstop movement in the contact center technology space continues. My latest review of the updates and technologies I’ve seen over the past quarter covers a variety of areas including quality assurance...
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Setting the Record Straight on CSAT, NPS, and CES
Share this article: Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To summarize, the author of the article listened to earnings calls for 50 S&P 500...
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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...
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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...
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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...
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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...
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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...
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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...
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