What is CX in 2019?

Posted: March 18, 2019

Here’s a post I contributed to with a lot of comments from people across the web on what CX is in 2019. Here’s my section, but do click through to read the full post, as there are a ton of great insights there. “I’m definitely seeing CX leaders looking to adapt faster to changing customer preferences and getting their operations ready to adopt automation and bot technologies. From building stronger knowledge bases to aid human and bot knowledge to providing great service over new channels, the CX industry is becoming ever more strategic and aligned to customer needs. I’m sure…

To Script or Not to Script? Positive Live Chat Support Scripting

Posted: March 11, 2019

The word ‘script’ can strike fear into the hearts of agents and managers alike. Nobody wants chat agents to sound robotic or to take away their freedom to express their personality and demonstrate their expertise. Having said that, your agents are the voice of your organization. Because of this, it’s important that your agents can speak appropriately to your customers, providing an experience that’s cohesive and consistent no matter who in your company your customer is speaking to – and effective call center and live chat scripts can help you to do that. In this post, you’ll learn: Why Script?Scripting…

Constructive, Positive Feedback Tips for Your Contact Center Agents

Posted: March 4, 2019

As a contact center leader, you will know the importance of feedback to help your agents continuously learn and improve their work. Truly effective contact centers recognize that agent development should continue to occur even long after initial call center training, and that constructive feedback and coaching should be a part of the entire employee lifecycle. Many management development programs teach the basics of giving great feedback, but choosing the right method of doing so can often be difficult – and actually getting results from that feedback can be even harder. Here are some straightforward feedback tips you can start…

How to nail complex query resolution with internal knowledge bases

Posted: February 22, 2019

I’m a big fan of internal knowledge bases. In my very first contact center role I set up a knowledge base, coding the whole thing in rudimentary HTML and launching it to my fellow team members within a couple of weeks. Even from those humble beginnings the KB became an essential resource, and it’s amazing to see the proliferation of KB technology that’s available today to help contact centers of all sizes get information to their agents quicker, and more reliably. Because of this, it was a pleasure to write this article for ICMI, talking about how internal knowledge bases…

[Webinar] The Future of Live Chat in 2019

Posted: February 20, 2019

This webinar was a blast. Jeff and I are good buddies, so it’s always fun presenting with him. However, this webinar was especially significant as it aired just before we launched Comm100’s 2019 Benchmark Report, so we got to share some sneak peeks at the stats before it was even live. As well as discussing the findings from the latest benchmark report, talking about the growing pains experienced by different sizes of call centers, and giving some tips for organisations of all kinds to consider in the year ahead. You can access the webinar recording here: https://www.comm100.com/resources/webinar/2019-live-chat-benchmark-report-data/

Comm100’s Live Chat Benchmark Report 2019

Posted: February 19, 2019

Every year, we at Comm100 release our live chat benchmark report, tracking trends and themes across not only live chat but the state of mobile, AI and automation too. It’s a genuinely great look into the state of live chat today, and it’s free to download. Get your copy here: https://www.comm100.com/resources/report/2019-live-chat-benchmark-report/

“Nailed It!” Why organisational learning needs to change

Posted: January 17, 2019

Have you seen the show “Nailed It!” on Netflix? Home bakers with a terrible track record take a crack at re-creating edible masterpieces for a $10000 prize. It’s part reality contest, part hot mess. Nailed It is a great analogy for problems with much organisational learning today, and why we need to change the model. Contestants on Nailed It are enthusiastic amateurs aiming to recreate professionally made cakes. The contestants are shown an example of what they’re aiming to bake. It’s usually beautifully finished, a complex and professional cake. A professionally made cake on Nailed It Contestants are given a…

I’m in Forbes! My commitment to Working Out Loud

Posted: January 4, 2019

I always said a life goal was to be published in Forbes, and happily, today my friend Dan Gingiss posted my CX New Years Resolution along with a compilation of resolutions from other CX friends to Forbes. This was a nice thing to see today. I’m still determined to get published by Forbes in my own right one day though! 😛 Here’s the post, thanks Dan! My CX New Years Resolution, as mentioned in this post, is to do more working out loud – which is simply about giving voice to what you’re doing at work. There is an entire…

From the field: Customer service skills you need today

Posted: October 12, 2018

This Zendesk Relate article includes a snippet about my career path from customer service to learning & training. Just like most other things on Relate, it’s a considered and interesting article with a lot of different angles on career pathing in customer service. I’ve taken the liberty of pasting in just my segment below, but do click through to check out the entire article as it’s a great read. “Kaye Chapman entered the world of customer support absolutely unplanned. Fresh out of college, unsure what to do (been there, done that!), Chapman got a job in a call center to pay…