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…

How to Train Your Agents for the Next Generation of Contact Center Work

Posted: June 4, 2019

Since the dawn of time, humans have used technology to improve the way we live. From our earliest forays into fire-making to building the first cars, it’s human ingenuity which has helped us take raw materials around us and transform them into new inventions to make our lives easier. In the present day and the realm of the contact center, we’re on the cusp of…

5 Tips for Finding a CX Platform Your Agents, Customers, and Exec Team Will Love

Posted: May 28, 2019

You can’t build a house on a weak foundation. In the same way, the standard of customer experience that consumers expect isn’t achieved without technology to bring together disparate channels and make consistent, seamless experiences an easy thing to achieve. Thanks to the growth of omnichannel strategies in recent years, there’s no shortage of customer experience (CX) platforms out there. But in the same way that CX can…

5 ways an omnichannel strategy can improve your contact center’s customer retention rates

Posted: April 17, 2019

Agent: “How can I help?” You: “Well, it’s a long story…” Have you ever uttered these words when you’ve got in touch, yet again, to ask an organisation to solve a persistent problem? If you have, you’ll know that one of two things can happen.  Either, the agent stops you right there, looks up your history, and troubleshooting carries on from where you left off.  Or you’ll need to repeat the whole sorry story to a new agent. Even then,…

7 Benefits of Unified Communications for Contact Centers

Posted: April 3, 2019

Picture this: A screen with four applications open, arranged in windowed tiles so you can still access the other five other applications hidden behind. The click-clack sound of keyboard toggle shortcuts punctuating conversations between each back and forth. A chorus of “Hold, please” to buy time needed to manually copy and paste the customer information that was just provided via the IVR maze. Sound familiar?…

Report: Customer Satisfaction With Live Chat Is On The Rise

Posted: March 27, 2019

Another Forbes mention! 😊 Dan Gingiss did a great write-up of Comm100’s Live Chat Benchmark Report and drew out a number of interesting findings – including that live chat customer satisfaction is on the rise. This benchmark report is a big effort by all of us at Comm100 every year, and I’ve been involved since our 2016 report. It’s an original piece of research that’s based on all…

[Video] The AvoCAREdo Show

Posted: March 20, 2019

We spend 1/3rd of our entire lives at work, so it’s vital to be tuned into what you need to be happy and healthy there. What’s more, customer experience and customer service are difficult fields to work within. I’ve written before about the impact of emotional labour on call center employees, and the difficulties that come when call center work is stigmatised. Because of this,…

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 – both what it looks like today, and where it’s going in the future. Here’s my section, covering where I’m seeing CX going over the course of the year. A big part of this is that I’m pretty excited about automation opportunities for…