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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

The Truth About 100% Uptime Service Level Agreements

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Don’t fall for gimmicks, 100% uptime SLA doesn’t mean 100% uptime When I was a child I believed in Santa Claus, the Easter Bunny, and Leprechauns, yes Leprechauns. The ideas of these characters were invented to inspire children by misleading them, it’s weird to say out loud (or write) but I think t [...]

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Best of Show: Highlights from ICMI Contact Center Connections 2019

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What a fantastic week as the 2019 ICMI Contact Center Connections conference returned to Chicago, October 28 through 31. This convergence of knowledge-hungry contact center professionals, innovative vendors, and insightful speakers always makes for a great conference — and this year was no exceptio [...]

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3 Solutions to Your Quality Management Problems

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If you’ve ever worked in a contact center, then you know that quality assurance is a time-consuming task that is often the bain of any evaluator’s existence. If you’ve never had that pleasure, imagine being in the shoes of a busy contact center supervisor tasked with reviewing the quality of calls [...]

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Contact Center Quality Management: Whose Job Is It Anyway

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If I asked you who owns quality management in the contact center, how would you respond? You might be tempted to say, “Quality is everybody’s job.” While I appreciate your winning attitude and certainly believe there’s truth to that answer, I remain a bit skeptical. The intent of this article is to [...]

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Lessons Learned at a Contact Center Quality Assurance Conference

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A wonderful group of contact center quality assurance and training professionals converged on Nashville, Tennessee from September 17 to 19 for the 2019 QATC (Quality Assurance and Training Connection) Annual Conference and I was pleased to be in attendance. Aside from the live music, amazing barbecu [...]

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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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