FOR IMMEDIATE RELEASE
EUGENE, OR – September 25, 2017
FCR, the premier provider of outsourced live agent call center and business process solutions, announced the promotion today of Jeremy Watkin to the the position of Director of Customer Experience. Mr. Watkin joined FCR in July of 2015 as the Head of Quality.
Director of Customer Experience
“I’m pleased to see Jeremy move into the role as Director of Customer Experience,” said Ruth McCullen, Vice President of Operational Excellence for FCR. “In his time here, he’s worked closely with many of our clients on their quality assurance programs. This move reinforces our belief at FCR that quality is more than just checking boxes and computing a QA score. It’s an essential aspect of our client’s overall customer experience, ensuring the customer experience we deliver consistently aligns with both customer and client expectations. Jeremy will continue to be a customer service and experience thought leader for FCR and will spearhead our efforts to stay on top of the ever evolving landscape of emerging technologies.”
In his previous role as Head of Quality, Mr. Watkin developed quality assurance processes aimed at delivering exceptional customer experience for each program at FCR. Watkin also conducts a variety of customer experience studies to identify key drivers of customer satisfaction and dissatisfaction to improve processes for improved customer service. He also acts as a thought leader for FCR and contributes to social media discussions and as a guest columnist for several contact center industry websites. Prior to FCR, Watkin worked as the Director of Customer Service for Phone.com and as the Customer Service Manager for TierraNet, Inc. He earned a Master’s of Arts degree with a focus in Leadership and Organizational Studies from Azusa Pacific University.