So You’re a New CX Leader? 5 Tips to Succeed in Your Role

Posted: September 26, 2019

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring…

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How to drive customer experience through effective agent training

Posted: August 12, 2019

Picture this.  You’re managing a contact center where your agent team has received all of the information they need to serve customers perfectly. New starter training helps your agents start taking queries at precisely the point they feel confident to, armed with the skills and knowledge needed to serve customers efficiently. Training on new products or services is completely effective, and afterward, agents immediately start…

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Intelligent Assistants (+7 Insights on How Agent-Facing AI Can Accelerate Training and Onboarding)

Posted: July 8, 2019

How does your contact center handle new starter training and onboarding? Most businesses fall into three camps: Trial by fire: give agents a manual to read, then throw them on customer queries and hope for the best.Outsource to colleagues: make training another agent’s responsibility, ask the new starter to shadow them, and expect the new hire to be ready in a week or so.Actual training: devoting resources (not…

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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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