jeremywatkins.jpg

Jeremy Watkin

  • icon-gray-linkedin.png
  • icon-gray-twitter.png

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

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

avoid-5-quality-monitoring-mistakes.jpg

by

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 [...]

Read more >

'Tis the Season. 8 Contact Center Holiday Planning Ideas

holidays-220x175.png

by

‘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 [...]

Read more >

8 Strategies for Impactful Contact Center Coaching

coaching-220x175.png

by

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 [...]

Read more >

How to Get Your Contact Center New Hire to Full Proficiency

oldticketingsystem-220x175.png

by

When I started out in a customer service call center nearly two decades ago we had this homegrown ticketing system that was completely archaic by today’s standards. But it had this feature where agents could be placed in “QA mode” so every response to a customer had to be approved by a supervisor b [...]

Read more >

The Truth About 100% Uptime Service Level Agreements

sla-220x175.png

by

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. While I now know that these characters were created to inspire kids, there's no denying that it's a deceptive practice. It’s [...]

Read more >

Best of Show: Highlights from ICMI Contact Center Connections 2019

ICMI-220x175.png

by

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 [...]

Read more >
Categories

Follow Us