Changing times – What CX means to me in 2020

Posted: June 24, 2020

I have been on a long hiatus from social media and business-related blogging. 2020 has been like no other year, and I’ve been thinking a lot about what all this change in the world means for me personally and professionally. Now, I’m digging in again, and I wanted to share where I’m at. Been struggling a little with resurrecting my account here and getting back…

My 2019 Roundup

Posted: December 20, 2019

I’ve had a awesome crazy amazing 2019, and I wanted to share a few highlights, personal and professional, that have made my year! Finished my Masters degree in professional Education & Training This degree saw me become a part-time hermit, read so many research papers that I thought my brain would explode, and cry on more than one occasion. More than anything though it gave…

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…