Thoughts on CX, Live Chat, Learning & Development, Agent Experience and more from Kaye - Writer, Editor & Trainer at Comm100. Vancouver based British chick. MA Student @UCL Professional Education & Training.
During May, Google’s I/O 2018 conference was held to show the latest in Google’s offerings to developers around the globe. While Google demonstrated a lot of different new tech at the conference, it was their keynote demonstration of its latest “Duplex” technology which has lit up the internet. Duplex uses Google Assistant to call companies on a user’s behalf to perform simple, structured tasks, such…
Here’s a piece I wrote for the CX Accelerator blog on how agents can play the role of “Customer Storytellers” in your organization. It’s always a pleasure to contribute to the CX Accelerator community and this piece was really fun to write – huge thanks due to Nate @ CX Accelerator for planting the seed of this idea and letting me publish onsite!
I’m giving away my customer service training secrets in this post! Hand-picked, well-received and verified successful customer service training videos to brighten up your day. Click through to see more!
Here’s my take on how the latest in developing tech could shake up your CX – big thanks to Andy Spence, Workforce Advisor and faculty member of Blockchain Research Institute, for his help and advice on this article!
Here’s an interesting article about the biggest obstacles to achieving great customer experiences, with some insights from myself and others in the CX field.
I had a fantastic time discussing how live chat can protect against CSat falls with CCW‘s Brian Cantor and Michael Dejager. Check out the recording here!
Chatbots are all the rage in the world of live chat at the moment. They’re expected to enable cost-savings of billions of dollars a year in various sectors, and conversational commerce is becoming bigger as standard marketing and customer service processes see a shift towards personalization and ‘warmer’ customer approaches. My own company, Comm100, has a really exciting bot build on the go that I’m expecting to take…
I’m thrilled to be speaking about Customer Satisfaction and Chat in this webinar with CCW Digital. Join Brian and I as we discuss insights from Comm10’s Live Chat Benchmark Report and find out how to protect your chat service from CSat falls associated with increasing customer expectations. Click through to register your spot!
I had a lot of fun breaking the ice with Jenny Dempsey and Jeremy Watkin last week! Click through to find out our top ways to reduce customer friction, plus find out whether I prefer beaches or lakes 🙂
Here’s my recap of Call Center Week 2017. Forgot to post this before, but this was a fantastic conference with great speakers so I wanted to share. Really looking forward to CCW 2018!
