Category Archive for "Jeremy Watkin"

sneezeFB

When Friendly Customer Service is Secondary

Share this article: Shortly after moving to Eugene, Oregon I discovered that the Willamette Valley, which stretches from Portland to Eugene and sits between the coastal and Cascade mountain ranges, is the grass seed capital of the world? Seriously, grass...
Read More
StickshiftFB

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...
Read More
cutmeoffFB

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...
Read More
surpriseFB

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...
Read More
door2-facebook

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...
Read More
Referee-FB

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...
Read More
ETQ4-FB

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...
Read More
analyticsFB

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:...
Read More
goodbyeFB

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...
Read More
overwhelmedFB

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...
Read More