Learning & Development · Customer Experience
Customer Experience|Learning & Training|Recognition
Posted: August 8, 2018
I’ve been pretty quiet over the last few weeks – life has been busy since I got promoted 🙂 I’m now Learning & Development Manager for Comm100. Our business is growing fast and getting mature enough now that we really needed an L&D lead to drive internal and external training…
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As co-founder of the awesome CX Accelerator community, I jumped at the chance to collaborate with the wonderful Nate Brown on a blog post idea that we’d chatted about at the recent ICMI Expo. Here we get down to the nitty-gritty of whether CX is an artistic or a scientific discipline, and…
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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…
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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…
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Customer Experience|Learning & Training|Technology
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…
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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…
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Customer Experience|Learning & Training|Technology
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…
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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…
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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…
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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…
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