Keynote Learnings from ICMI Expo 2018: Ernesto Salas, Disney Institute

Posted: June 20, 2018

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 attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX. But one of the challenges of so many opportunities to learn is figuring out how to package up those insights and apply them within your contact center. Hearing the philosophies that power world-class…

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The Challenge of AI Voice Assistants in Customer Service

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 Google Assistant to call companies on a user’s behalf to perform simple, structured tasks, such as booking a haircut or scheduling a restaurant reservation. While voice synthesis isn’t exactly new, it was the humanlike inflections and natural conversational flow in these calls that many found to be jaw-dropping (or, alternately, terrifying)….

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Creating Customer Heroes: How Your Agents Can Become Customer Storytellers

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 your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground? Fantastical tales aside, stories about our businesses carry a lot of meaning. The narratives weaved by ourselves, our agents and our customers can communicate common values, elicit emotion,…

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10 Educational, Funny & Thought-Provoking Customer Service Training Videos You Won’t Have Seen Before

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 all great learning experiences. As a manager or trainer of a customer service team, you’ll know that excellent customer service teams aren’t born that way. Learning and training are at the heart of teams who are united in vision, strive for excellence and deliver the best customer experiences. And when…

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How Blockchain Could Transform The Customer Experience

Posted: April 23, 2018

Blockchain. Bitcoin. Cryptocurrency. It’s likely you’ve heard these terms mentioned in the news recently, but unless you work in banking, these terms probably don’t factor much into your day-to-day work. Let’s face it – customer experience doesn’t often overlap with the world of financial technology. But blockchain is a technology that holds the potential to revolutionize the way we all do business, far beyond its potential to change financial transactions. Enterprises everywhere seem to think so too: * 90% of North American and European banks are exploring blockchain technology [Source] * Nasdaq is piloting a blockchain-powered private market exchange [Source]…

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Webinar Recording: Stop the CSat Nosedive with Chat

Posted: April 2, 2018

I had a fantastic time discussing how live chat can protect against CSat falls with CCW‘s Brian Cantor and Michael Dejager. A great conversation covering technology, best practices, and how top companies are using chat to not only gain competitive advantage but also secure happy and satisfied customers, both now and in the future. Click play to listen!

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Webinar Update

Posted: March 14, 2018

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]

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Cutting-Edge Customer Experience Ideas from Call Center Week 2017

Posted: March 5, 2018

Customer service is in a huge state of flux. From Chatbots to culture shifts making their mark on the industry, there were a lot of new and important topics for speakers to talk about at this year’s Call Center Week Conference. The conference certainly gave the Comm100 team some food for thought, so we wanted to share these ideas with you. Here’s our top selection of thoughts and ideas from the speakers at this year’s event, to help you get up to date with everything happening in the customer service field right now. We’ve also included some tweetable quotes for you…

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