Category Archive for "Jeremy Watkin"


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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5 Tips to Go From Scary to Scary Good Customer Service

Share this article: It’s Halloween, the season of scary, and it only makes sense to spend a little time talking about scary customer service experiences. In my past several years of blogging on the topic, I have both my good...
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Unlocking the Past to Help in the Present

Share this article: I’m not one of those people you’ll ever hear utter the phrase, “Everything happens for a reason.” It’s a nice thought when we’re the recipient of a million bucks, or we just so happen to get a...
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Holistically Approaching a Frazzled Customer Service Professional

Share this article: How committed are you to getting that deposit back when you purchase and consume a beverage in a recyclable container? I was committed enough to go to my local grocery store — that was before I realized...
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4 CX Actions for the Cash-strapped, Resource-limited Contact Center

Share this article: This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career,...
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FCR Solutions Spotlight: 8 Essential Features for your Contact Center LMS

Share this article: When you picture customer service training, what key elements come to mind? Some of these elements likely include classroom training with an instructor, watching videos and extensive slide decks, time spent in front of a computer reading...
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