Humour. Appreciation. Comfort. Understanding. Consideration. Wrapped up into one word, Empathy. If the goal of your chat bot is to collect information to route to an agent, save yourself the time and money and add a front-end form to your chat application collecting this data and then route that customer to an agent. Bots aren’t time stallers, waiting for an agent to become available, they are collectors of information. But if your customers are looking…

When things go wrong, when a requirement has been missed, a bug delayed, a feature bigger than we thought it’s because everyone was working remotely, because we were not in the office. So the default response is to have everyone get back in the office so we can fix the problem. But the problem wasn’t an “in the office” problem, it was a communication problem, or a complexity problem, or a new person problem. It…

You can nurture it. You can grow it. You can lead it by example. You can demonstrate it. You can encourage it. You can motivate it. You can inspire it. But you can’t teach someone to be confident, you can tell someone today is “confidence” day. It’s a process, it takes time, it’s not easy, if it was everyone would be doing it.

If you’re not learning, you’re not growing. You don’t need to wait for that paid conference to come through (there are some in town that are probably free). You don’t need to wait for someone to ask you if you want to take that course (you can take the $15 version Udemy). You don’t need to wait for “work to come in” to learn that new technology (you can invent a purpose and do it…

I had to buy a new pair of skates a few months ago – my old ones were broken, busted and in need of repair. I was dreading the process but knew I had to do it. First night out in them and I was flopping all over the place. The blades were higher, the ankles stiffer, the laces were new, the insoles not fully molded to my feet. These are all things that would…