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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Comm100’s Live Chat Benchmark Report 2019

Posted: February 19, 2019

Every year, we at Comm100 release our live chat benchmark report, tracking trends and themes across not only live chat but the state of mobile, AI and automation too. I’ve worked on this report since 2016, and my involvement has spanned writing copy to working with influencers and giving my own thoughts and ideas too. This is the project I most love getting my teeth…

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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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RapportBoost.AI Interview Part 3: Live Chat Data Is the Key to QA

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 tracking the success of optimization. After all, with a sound live chat implementation, what matters…

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Rapportboost.AI Interview Part 2: Chat With Emotional Intelligence

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 of brands’ interactions with their customers. After discussing live chat agent training in Part One of our…

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Winning Live Chat Training for Your Customer Service Team

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 trained to use it properly, and aren’t fully on board with its potential to make…

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