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]

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 life easier. Simply giving technical training on the new system and then letting your agents loose won’t prepare them adequately for the task. The agents might not be prepared enough to adapt their existing customer…

I’m a CX Accelerator Community Organizer!

Posted: July 3, 2018

Very proud to announce that I’m now a community organizer for the awesome CX Accelerator community on Slack! I’m a big promoter of communities of practice to support professional learning, so it’s a real pleasure to be involved with this group and to be able to support the good work Nate and the team have put in to expand and share knowledge relating to CX, both inside and outside of the contact center. If you haven’t yet checked out the community, click through to take a look at what it offers, what others say about it, and see how you…

RapportBoost.AI Interview Part 1: Live Chat Agent Training Drives CX

Posted: June 27, 2018

It was awesome to have been able to spend some time chatting with Dani, Meredith and the team at RapportBoost.AI – a fantastic company working on AI and augmented intelligence for contact center agents, blending this with a strong focus on emotional intelligence. In this interview we discuss agent training, call center customer service and AI in the contact center. Here’s the intro – click through if you’d like to read more! “Live chat agent training is one of the most innovative spaces in today’s customer experience ecosystem. From canned responses to augmented intelligence, companies are training their live chat agents…

Sutherland Labs June 2018’s Coolest Things

Posted: June 26, 2018

I don’t usually share shout-outs and mentions of my writing on this blog, but I felt like this article was especially worth sharing as there’s a lot of other good articles linked there too, alongside my Zendesk blog on icebreaker training activities. I loved the ideas on how to shake up your to-do lists with a new formula to help you get organized. The article around the links between language and mental health is something I find fascinating and relevant for customer experience, as we all know how much the words we speak and hear contribute to building meaning. It’s always…

Keynote Learnings from ICMI Expo 2018: Ernesto Salas, Disney Institute

Posted: June 20, 2018

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX. But one of the challenges of so many opportunities to learn is figuring out how to package up those insights and apply them within your contact center. Hearing the philosophies that power world-class…

The Challenge of AI Voice Assistants in Customer Service

Posted: June 13, 2018

During May, Google’s I/O 2018 conference was held to show the latest in Google’s offerings to developers around the globe. While Google demonstrated a lot of different new tech at the conference, it was their keynote demonstration of its latest “Duplex” technology which has lit up the internet. Duplex uses Google Assistant to call companies on a user’s behalf to perform simple, structured tasks, such as booking a haircut or scheduling a restaurant reservation. While voice synthesis isn’t exactly new, it was the humanlike inflections and natural conversational flow in these calls that many found to be jaw-dropping (or, alternately, terrifying)….

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,…

10 Educational, Funny & Thought-Provoking Customer Service Training Videos You Won’t Have Seen Before

Posted: April 26, 2018

Have you ever experienced that feeling when you encounter a new piece of information that completely shifts your understanding of the world around you? Whether it’s a great book, an enlightening movie or a blog post with a fresh perspective you’d never considered, those moments are at the core of all great learning experiences. As a manager or trainer of a customer service team, you’ll know that excellent customer service teams aren’t born that way. Learning and training are at the heart of teams who are united in vision, strive for excellence and deliver the best customer experiences. And when…

How Blockchain Could Transform The Customer Experience

Posted: April 23, 2018

Blockchain. Bitcoin. Cryptocurrency. It’s likely you’ve heard these terms mentioned in the news recently, but unless you work in banking, these terms probably don’t factor much into your day-to-day work. Let’s face it – customer experience doesn’t often overlap with the world of financial technology. But blockchain is a technology that holds the potential to revolutionize the way we all do business, far beyond its potential to change financial transactions. Enterprises everywhere seem to think so too: * 90% of North American and European banks are exploring blockchain technology [Source] * Nasdaq is piloting a blockchain-powered private market exchange [Source]…