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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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4 Tips to Improve Contact Centre Collaboration

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Early in my career as a contact centre 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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Virtual Training Tips for Contact Centre Agents

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Effective training is critical to the success of your contact centre. Often completed within the friendly confines of a contact centre building, the idea of moving to a virtual model, delivered to a group of work-from-home agents, may seem daunting. Have no fear! With some careful planning and the [...]

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8 Advantages of the Work-From-Home Contact Centre

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Early in my career as a contact centre manager, I received a call from one of my agents who staffed the overnight shift. He was quitting and there was nothing I could do to change his mind. After some investigation, I discovered that this employee was attempting to balance full-time school and a f [...]

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3 Critical Actions to Becoming a Proactive Contact Centre

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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 centres -- 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 centre platf [...]

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4 Reasons Live Monitoring Benefits the Modern Contact Centre

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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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