[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,…

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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…

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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…

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How to nail complex query resolution with internal knowledge bases

Posted: February 22, 2019

It’s 2019, and our contact centers are changing fast. The proliferation of new channels over recent years means that now, some 67% of customers prefer using self-service options instead of speaking with an agent. If you started your career as an agent and remember trying hard to treat every call like it was your first despite having already heard that query ten times that day, this stat…

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[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, we chatted about…

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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. Here’s what I contributed, but do click through to check out the entire article, as it’s a great read. Kaye Chapman entered the…

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Promotion Update & Lucep’s Top 50 Customer Experience Blogs and Influencers

Posted: August 8, 2018

I’ve been 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 initiatives. I’m extremely happy to be that person and I’m looking forward to helping Comm100 to…

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The Art & Science of Customer Experience

Posted: July 18, 2018

I jumped at the chance to collaborate with my friend Nate Brown, co-founder of the awesome CX Accelerator community, 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 how the two interact. This was originally published on the CX Accelerator blog. 💥  What fires you…

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