How to Train Your Agents for the Next Generation of Contact Center Work

Posted: June 4, 2019

Since the dawn of time, humans have used technology to improve the way we live. From our earliest forays into fire-making to building the first cars, it’s human ingenuity which has helped us take raw materials around us and transform them into new inventions to make our lives easier. In the present day and the realm of the contact center, we’re on the cusp of…

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ICMI Contact Center Expo 2019 Conference Roundup

Posted: May 29, 2019

ICMI Expo 2019 took place from the 13th-16th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. My time at the Expo was a breath of fresh air in more ways than simply letting me escape the heat outside. Expo 2019’s theme was “Navigate the tides of transformation” and as well as covering a lot of the type of best practices CX pros are familiar…

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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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“Nailed It!” Why organisational learning needs to change

Posted: January 17, 2019

Have you seen the show “Nailed It!” on Netflix? Home bakers with a terrible track record take a crack at re-creating edible masterpieces for a $10000 prize. It’s part reality contest, part hot mess. Nailed It is a great analogy for problems with much organisational learning today, and why we need to change the model. Contestants on Nailed It are enthusiastic amateurs aiming to recreate…

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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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Five Tips To Successfully Onboard Live Chat Agents

Posted: October 10, 2018

Live chat communications continue to trend upwards in importance. No surprise here. eMarketer predicts that in just one year from now, 80 percent of the world’s smartphone users will use messaging apps. We’re more connected than ever, and that provides challenges for modern sales and service organizations. Today’s online customers want and expect a fast response time to their customer service query, plus a frictionless way to…

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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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