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Jeremy Watkin

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Jeremy Watkin is a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis.

Articles by: Jeremy Watkin

4 Good Reasons to Stop Email-Based Customer Support

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I recently sat with a group of customer service leaders who declared that email support was dead for their company. They were turning off their support@ email address(es) and instead channeling their customers to phone, web form, text(SMS), chat, and other messaging channels. This news surprised me [...]

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Building Customer Relationships: 8 Lessons from Mom

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“When I was a boy of 14, my father was so ignorant I could hardly stand to have the old man around. But when I got to be 21, I was astonished at how much the old man had learned in seven years.” ~Mark Twain Whether it was a parent, an older sibling, a boss, a mentor, or some combination of people, I [...]

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4 Tips to Improve Contact Center Collaboration

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Early in my career as a contact center manager, our agents used instant messaging to ask their supervisor questions. It was helpful for them to quickly share information and get answers, without walking across the office, as they worked to support customers. One of my pet peeves was responding to [...]

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Parenting and Quality Calibration: The Merits of Consistency

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Contact center quality calibration and parenting have some similarities. Let me explain. As a kid, I quickly learned that few things got me into as much trouble as asking a second parent for something in hopes of getting a better response than I received from the first parent. “Why?” you might ask. [...]

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8 Practical Uses for Live Monitoring in Your Contact Center

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I’m not sure why it’s the case, but when I think about the ability to live monitor contact center agents, I picture a television with an unending stream of customer interactions, almost like contact center reality TV. Move over Kim Kardashian, because I think I just came up with the worst show idea [...]

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5 Fresh Ideas for Introducing a New Quality Form

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Contact center quality forms are changed for a variety of reasons. Have any of these events prompted a change in your organization? Customer satisfaction or Net Promoter Score is low and agents need to focus on behaviors that lead to more successful customer interactions. New regulatory or securi [...]

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