Customer Experience & Training Specialist
Customer Experience|Technology
Posted: July 16, 2018
Here’s part 3 of my interview with Rapportboost.AI – you can access part 1 here and part 2 here. This time, we discuss live chat data, quality assurance and how live chat contributes to the sales cycle. “The bounty of live chat data that this channel produces is the perfect tool for…
Read more
Customer Experience|Emotional Intelligence|Technology
Posted: July 12, 2018
Here’s part 2 of my interview with Rapportboost.AI – you can access part 1 here. This time, we’re taking on the topic of emotional intelligence and discussing how technology can help in delivering emotionally intelligent customer interactions. “As Augmented Intelligence transforms the workforce, emotional understanding is proving to be an essential component…
Read more
Customer Experience|Technology|Training
Posted: July 10, 2018
Implementing live chat for your customer service team might seem like a major decision—and it is!—but it is only the first step in modernizing your customer service strategy. Luckily, implementing a live chat system on your website is often pretty simple, but a tool isn’t useful if your teams aren’t…
Read more
Very proud to announce that I’m now a community organizer for the awesome CX Accelerator community on Slack! I’m a big promoter of communities of practice to support professional learning, so it’s a real pleasure to be involved with this group and to be able to support the good work…
Read more
Customer Experience|Technology|Training
Posted: June 27, 2018
It was awesome to have been able to spend some time chatting with Dani, Meredith and the team at RapportBoost.AI – a fantastic company working on AI and augmented intelligence for contact center agents, blending this with a strong focus on emotional intelligence. In this interview we discuss agent training, call…
Read more
I don’t usually share shout-outs and mentions of my writing on this blog, but I felt like this article was especially worth sharing as there’s a lot of other good articles linked there too, alongside my Zendesk blog on icebreaker training activities. I loved the ideas on how to shake…
Read more
Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to…
Read more
Customer Experience|Technology
Posted: June 13, 2018
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…
Read more
Culture|Customer Experience|Emotional Intelligence
Posted: May 8, 2018
Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would…
Read more
Posted: April 26, 2018
Have you ever experienced that feeling when you encounter a new piece of information that completely shifts your understanding of the world around you? Whether it’s a great book, an enlightening movie or a blog post with a fresh perspective you’d never considered, those moments are at the core of…
Read more