Category Archive for "Jeremy Watkin"

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...
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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...
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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...
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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...
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JourneyMapHikerFB

Journey Mapping in the Contact Center: 6 Insights to Maximize the Value

Share this article: This article was originally published on CustomerThink on February 28, 2019. Click here to read the original post. I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients. While our approach...
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solutions-spotlight-april-2019-fb

5 Technologies that Piqued Our Interest in Q1

Share this article: It’s that time of the quarter where we take a few moments to share some of the tools and technologies that we’ve seen in recent months that you might want to evaluate for your customer service and...
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channelsFB

4 Guidelines for Switching Channels Without Aggravating Customers

Share this article: I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project. After sitting on hold on the phone for about five minutes I hung up and opted...
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treadmillFB

Seeing Things From Another Perspective

Share this article: I thoroughly enjoy running and have been doing so for more than a decade. I don’t participate in nearly as many races as I used to but still manage to hit the road for an hour or...
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3 Observations From My Man Crates Experience

Share this article: I recently received a gift — but not just any gift. It was a Man Crates. Have you ever heard of these folks, because I hadn’t? Allow me to share about my experience. I received a box...
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CollaborationFB

4 Tips for Using Slack to Improve Contact Center Communication

Share this article: This article was originally published on the ICMI blog on January 24, 2019. Click here to read the original post. When I was a customer service manager some of our team members employed a practice I affectionately...
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