Connecting the Customer Service Dots at ICMI 2019

Posted: November 28, 2019

Any article that myself and the brilliant Bob Furniss are both in is very good in my book! Click through to read this great writeup of our respective ICMI Connections sessions. Here’s my section… Bots Make It Better In a session directly following, the conversation turned to another potential solution for alleviating agent workloads. In “Fantastic Bots and How to Build Them,” Kaye Chapman, learning…

I’m CX Accelerator’s Community Member Spotlight for November 2019!

Posted: November 28, 2019

I’m really happy to be featured as CX Accelerator‘s Community Member Spotlight for November! Click here to go through to the Community Spotlight page or just read my interview below 😊 Greetings Kaye!  Tell us where you are in your CX career right now?I started off, like many of us do, in my teens on the phones myself. The contact center I started out in wasn’t…

My ICMI Connections Speaker Slot: Fantastic Bots & How to Build Them

Posted: November 28, 2019

In late October I had the privilege to present at ICMI Connections 2019 in Chicago. My session was called Fantastic Bots and How to Build Them – an hour-long trip through chatbot goals, planning and implementation. Getting ready to speak at my ICMI Connections session, Fantastic Bots and How to Build Them! Come along at 2.30 for chatbot strategy advice and maybe a Niffler reference…

Getting Your Customer Service Team Ready for the Holiday Shopping (and Returns, and Shipping, and Problems) Season

Posted: October 28, 2019

Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can be a hair-raising and difficult experience to handle. When it comes to holidays some things don’t change, like presents under the tree, turkey at Thanksgiving, and even customers’ expectations of service. A difficult shopping experience during the holidays can deter them from…

How to drive customer experience through effective agent training

Posted: August 12, 2019

Picture this.  You’re managing a contact center where your agent team has received all of the information they need to serve customers perfectly. New starter training helps your agents start taking queries at precisely the point they feel confident to, armed with the skills and knowledge needed to serve customers efficiently. Training on new products or services is completely effective, and afterward, agents immediately start…

[Webinar] Building Strategy and Confidence in Contact Center AI

Posted: August 1, 2019

If you liked mine and Matt’s article for ICMI on building Chatbot trainers in the contact centre, you’ll like our webinar too. You’ll also like this webinar if you believe in Knowledge Management as a preface for great customer experience! Click through to access the recording, and here’s a rundown of what we cover… “As a contact center leader, you’ve worked hard to grow your…

Intelligent Assistants (+7 Insights on How Agent-Facing AI Can Accelerate Training and Onboarding)

Posted: July 8, 2019

How does your contact center handle new starter training and onboarding? Most businesses fall into three camps: Trial by fire: give agents a manual to read, then throw them on customer queries and hope for the best.Outsource to colleagues: make training another agent’s responsibility, ask the new starter to shadow them, and expect the new hire to be ready in a week or so.Actual training: devoting resources (not…

[Off Topic] Flexitarianism, Bivalves, and Cooking Skills – Sharing my Sustainable Diet Journey

Posted: June 5, 2019

PSA: I don’t want to come across like one of those judgemental vegans/vegetarians that everybody hates, so there’s no blame in this blog post. I’m not even going to go deep into the reasons why I believe dietary change is necessary for a sustainable future – it’s up to you to research and decide for yourself. Today is World Environment Day – an event created…