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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

8 Tips for Building a Game-Changing Contact Center Quality Form

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A quality form or rubric that outlines the criteria for successful customer interactions is a core component to contact center quality management. When we review customer interactions and coach our agents using that criteria it ensures customers consistently receive excellent service. Creating a qu [...]

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The Real Purpose of Contact Center Quality Management

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I was just a few years out of college and a couple of years into my first customer service manager job at a startup when one of our agents, who had previous contact center experience, asked, “Hey, are you gonna do quality assurance at some point?” Not known for my ability to BS, I responded with an [...]

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