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Jeremy Watkin
Member Since: 29th Jan 2018
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Jeremy Watkin
Director of Customer Experience and Support NumberBarn
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26th Jan 2022
When should staff apologise to a customer - and when shouldn't they?
When customers contact you with a problem, should you apologise? Let’s work through a couple scenarios. In the first scenario you work for...
Loyalty
7th Oct 2019
How, where and when to measure CSAT, NPS and CES - and why it's not about the numbers
Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To...
Voice of the Customer
7th Feb 2019
Five contact centre tech upgrades to consider in 2019
With a growing focus on agent performance, here are five areas that could deliver significant gains for your contact centre in the coming...
Contact centres
