Lisa N. Michaud
@lisanmichaud.bsky.social
AT WORK: Product Director #omnichannel #ConversationalAI #contactCenter #AI #NLP #CX #womenInTech
AT HOME: #DnD player/DM, amateur #communityband musician | #SF/F #writer | #audiodrama #voiceactor #VA
AT HOME: #DnD player/DM, amateur #communityband musician | #SF/F #writer | #audiodrama #voiceactor #VA
Alisha Hightower, Delta Dental on executive storytelling: Data alone doesn’t inspire actions - often it’s too complex; most data sits unused, so a story is integral to making it actionable 1/
#FrostCC
#FrostCC
October 20, 2025 at 11:52 PM
Alisha Hightower, Delta Dental on executive storytelling: Data alone doesn’t inspire actions - often it’s too complex; most data sits unused, so a story is integral to making it actionable 1/
#FrostCC
#FrostCC
Sean Albertson: In this “Multiverse of Madness” of contact center evolution going faster and faster, leaders need to embed agility into culture; changes happen too fast for year-long projects; discomfort is a growth signal 1/
#FrostCC
#FrostCC
October 20, 2025 at 4:12 PM
Sean Albertson: In this “Multiverse of Madness” of contact center evolution going faster and faster, leaders need to embed agility into culture; changes happen too fast for year-long projects; discomfort is a growth signal 1/
#FrostCC
#FrostCC
Had a fantastic time at the North East Contact Center Forum Expo yesterday, soaking in a uniquely New Englander vibe and connecting with our neighbors. Lots of great chats about how we can help contact centers solve their problems.
June 6, 2025 at 8:05 PM
Had a fantastic time at the North East Contact Center Forum Expo yesterday, soaking in a uniquely New Englander vibe and connecting with our neighbors. Lots of great chats about how we can help contact centers solve their problems.
The NYT mini crossword is calling our failures out today, folks.
A focus on containment as a success metric has gotten us here. We need to shift that narrative to one of engagement; don’t make customers desperate to escape the automation. Make them grateful for its efficiency while prioritizing #CX
A focus on containment as a success metric has gotten us here. We need to shift that narrative to one of engagement; don’t make customers desperate to escape the automation. Make them grateful for its efficiency while prioritizing #CX
May 30, 2025 at 6:28 PM
The NYT mini crossword is calling our failures out today, folks.
A focus on containment as a success metric has gotten us here. We need to shift that narrative to one of engagement; don’t make customers desperate to escape the automation. Make them grateful for its efficiency while prioritizing #CX
A focus on containment as a success metric has gotten us here. We need to shift that narrative to one of engagement; don’t make customers desperate to escape the automation. Make them grateful for its efficiency while prioritizing #CX
Gartner Webinar on "Intelligent Front Doors": Channel transitions are partly driven by choosing the "wrong" channel out of the choices and then being forced to transition in order to complete your task; FCR are hovering at 30% 1/
#omnichannel #customerservice
#omnichannel #customerservice
May 29, 2025 at 3:08 PM
Gartner Webinar on "Intelligent Front Doors": Channel transitions are partly driven by choosing the "wrong" channel out of the choices and then being forced to transition in order to complete your task; FCR are hovering at 30% 1/
#omnichannel #customerservice
#omnichannel #customerservice
Arretta Stivers: the high turnover among CSRs is devastatingly expensive to the #ContactCenter
#FrostCC
#FrostCC
April 9, 2025 at 1:44 PM
Arretta Stivers: the high turnover among CSRs is devastatingly expensive to the #ContactCenter
#FrostCC
#FrostCC
Jaysa Boyer of Ultimate Medical Academy: if you spend 20% of your work time on something you love, it significantly decreases burnout; burnout can be from overload, a lack of challenge, or neglect
#FrostCC
#FrostCC
April 9, 2025 at 1:27 PM
Jaysa Boyer of Ultimate Medical Academy: if you spend 20% of your work time on something you love, it significantly decreases burnout; burnout can be from overload, a lack of challenge, or neglect
#FrostCC
#FrostCC
Amazing presentation on leadership by Bobby Thompson of Beamer Homes: Ask those you lead about what they need that they’re not getting; provide training that’s not just compliance; create a culture of trust and safety
#FrostCC
#FrostCC
April 9, 2025 at 1:13 PM
Amazing presentation on leadership by Bobby Thompson of Beamer Homes: Ask those you lead about what they need that they’re not getting; provide training that’s not just compliance; create a culture of trust and safety
#FrostCC
#FrostCC
Panel on driving change in the #ContactCenter: Eve Moguea of New Balance - sit side by side with your CSRs to ensure that innovation helps their workflow (pay attention to their actual clicks to get something done)
#FrostCC
#FrostCC
April 8, 2025 at 3:18 PM
Panel on driving change in the #ContactCenter: Eve Moguea of New Balance - sit side by side with your CSRs to ensure that innovation helps their workflow (pay attention to their actual clicks to get something done)
#FrostCC
#FrostCC
Session on channel strategy: It used to be that 42% of customers go to a brand’s website to find an answer, but with search engine results containing LLM summaries, which a brand has no control of, that is plummeting
#FrostCC
#FrostCC
April 8, 2025 at 2:11 PM
Session on channel strategy: It used to be that 42% of customers go to a brand’s website to find an answer, but with search engine results containing LLM summaries, which a brand has no control of, that is plummeting
#FrostCC
#FrostCC
Discussion on customer self-service success stories: A shout out to Walgreens for proactively doing an outbound contact for an expired Rx, offering to contact the PCP for renewal
#FrostCC
#FrostCC
April 7, 2025 at 6:30 PM
Discussion on customer self-service success stories: A shout out to Walgreens for proactively doing an outbound contact for an expired Rx, offering to contact the PCP for renewal
#FrostCC
#FrostCC
Pamela Fusting, TN Dept of Human Services, leading discussion on building an #AI governance in the #ContactCenter: when dealing with privacy/security questions, agree on risk management, identify barriers (guardrails around #LLM use and a CSR training plan)
#FrostCC
#FrostCC
April 7, 2025 at 3:42 PM
Pamela Fusting, TN Dept of Human Services, leading discussion on building an #AI governance in the #ContactCenter: when dealing with privacy/security questions, agree on risk management, identify barriers (guardrails around #LLM use and a CSR training plan)
#FrostCC
#FrostCC
Sean Minter of AmplifAI: Bringing #AI into the #ContactCenter can mean you can get insights on all calls rather than a small amount that can be listened to
#FrostCC
#FrostCC
April 7, 2025 at 2:27 PM
Sean Minter of AmplifAI: Bringing #AI into the #ContactCenter can mean you can get insights on all calls rather than a small amount that can be listened to
#FrostCC
#FrostCC
Nate Brown: Find a balance - “Make the quick things quick and the slow things meaningful.” Automate WELL and make those effortless (thanks for the reinforcement, Nate!) and when you go deeper, take the time to make that special
#FrostCC
#FrostCC
April 7, 2025 at 2:03 PM
Nate Brown: Find a balance - “Make the quick things quick and the slow things meaningful.” Automate WELL and make those effortless (thanks for the reinforcement, Nate!) and when you go deeper, take the time to make that special
#FrostCC
#FrostCC