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 Interview Series, we asked Kaye Chapman, Customer Experience and Training Specialist at Comm100, to shed light on the best strategies for chatting with emotional intelligence.” [Read more at the RapportBoost.AI blog]

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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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More Than Just Lip Service: How To Turn Corporate Values into Lived Behaviors in Your Contact Center

Posted: March 2, 2018

Communication – We have an obligation to communicate. Respect – We treat others as we would like to be treated. Integrity – We work with customers and prospects openly, honestly, and sincerely. Excellence – We are satisfied with nothing less than the very best in everything we do. Do these corporate values sound familiar to you? Given that some 89% of companies have core values of some kind, it’s likely that you’re accustomed to these types of statements, which many companies all over the world proudly align themselves to. The difference with this list of values is that they’re pulled from the…

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Icebreaker Alternatives for People Who Hate Icebreakers

Posted: January 2, 2018

“Today is all about getting to know each other, building relationships, and finding out even more about the people you already know. It’s icebreaker time!” As my colleague announced the aims for the day to our newly hired team, the atmosphere in the room turned suddenly frosty. People shuffled in their seats and looked at their shoes. Our team was made up of mostly younger staff, working in an industry that’s not known for its extraversion. At the word “icebreaker”, they visibly melted. Several years earlier, I was a member of a team tasked with onboarding around 25 people, brand…

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