7 Benefits of Unified Communications for Contact Centers

Posted: April 3, 2019

Picture this: A screen with four applications open, arranged in windowed tiles so you can still access the other five other applications hidden behind. The click-clack sound of keyboard toggle shortcuts punctuating conversations between each back and forth. A chorus of “Hold, please” to buy time needed to manually copy and paste the customer information that was just provided via the IVR maze. Sound familiar?…

Report: Customer Satisfaction With Live Chat Is On The Rise

Posted: March 27, 2019

Another Forbes mention! 😊 Dan Gingiss did a great write-up of Comm100’s Live Chat Benchmark Report and drew out a number of interesting findings – including that live chat customer satisfaction is on the rise. This benchmark report is a big effort by all of us at Comm100 every year, and I’ve been involved since our 2016 report. It’s an original piece of research that’s based on all…

[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,…

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…

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…

Constructive, Positive Feedback Tips for Your Contact Center Agents

Posted: March 4, 2019

As a contact center leader, you will know the importance of feedback to help your agents continuously learn and improve their work. Truly effective contact centers recognize that agent development should continue to occur even long after initial call center training, and that constructive feedback and coaching should be a part of the entire employee lifecycle. Many management development programs teach the basics of giving…

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…

[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…

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…

“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…