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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

3 Critical Actions to Becoming a Proactive Contact Center

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“There’s been a change of plans.” I’m not sure there’s ever been a more frequently used phrase in contact centers -- and it’s typically coupled with reasons like: Our new agents can’t begin interacting with customers because we’re waiting on IT to skill them in a premise-based contact center platfo [...]

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The Quality Management Definitions Guide. Yes, You Need One.

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As The Most Interesting Contact Center Manager in the World once said, “I don’t always monitor the quality of our customer interactions, but when I do, I prefer to use a Quality Management (QM) Definitions Guide.” OK, I’m not sure any manager has ever said those words, but I am willing to bet that [...]

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4 Reasons Live Monitoring Benefits the Modern Contact Center

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In any profession, one of the most effective ways to observe an employee’s performance is to look over their shoulder and listen as they do their job. This practice allows managers and supervisors to connect with their employees, giving them a complete picture of their performance for more insight [...]

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5 Mistakes to Avoid for Effective Quality Monitoring in the Contact Center

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When I entered the contact center world nearly two decades ago, I can assure you that I wasn’t freshly equipped with a college degree in contact center management. Like many careers, my success and longevity have a lot to do with the ability to keep learning and continuously improving. And this le [...]

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'Tis the Season. 8 Contact Center Holiday Planning Ideas

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‘Tis the season, which means that contact centers supporting retail customers have finished their planning for the busy holidays months ago — or right about now they’re wishing they had done a better job of planning. That being said, we also must recognize that “seasonality” means something differ [...]

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8 Strategies for Impactful Contact Center Coaching

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I’ve written extensively on the topic of quality management and there’s one theme that has been fairly prevalent throughout: Coaching. At the recent ICMI Contact Center Connections conference I popped into a session led by my colleague, Justin Robbins where an attendee asked him, “How many customer [...]

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