[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, talking about the growing pains experienced by different sizes of call centers, and giving some tips for organisations of all kinds to consider in the year ahead. You can access the webinar recording here: https://www.comm100.com/resources/webinar/2019-live-chat-benchmark-report-data/

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. It’s a genuinely great look into the state of live chat today, and it’s free to download. Get your copy here: https://www.comm100.com/resources/report/2019-live-chat-benchmark-report/

“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 professionally made cakes. The contestants are shown an example of what they’re aiming to bake. It’s usually beautifully finished, a complex and professional cake. A professionally made cake on Nailed It Contestants are given a…

I’m in Forbes! My commitment to Working Out Loud

Posted: January 4, 2019

I always said a life goal was to be published in Forbes, and happily, today my friend Dan Gingiss posted my CX New Years Resolution along with a compilation of resolutions from other CX friends to Forbes. This was a nice thing to see today. I’m still determined to get published by Forbes in my own right one day though! 😛 Here’s the post, thanks Dan! My CX New Years Resolution, as mentioned in this post, is to do more working out loud – which is simply about giving voice to what you’re doing at work. There is an entire…

From the field: Customer service skills you need today

Posted: October 12, 2018

This Zendesk Relate article includes a snippet about my career path from customer service to learning & training. Just like most other things on Relate, it’s a considered and interesting article with a lot of different angles on career pathing in customer service. I’ve taken the liberty of pasting in just my segment below, but do click through to check out the entire article as it’s a great read. “Kaye Chapman entered the world of customer support absolutely unplanned. Fresh out of college, unsure what to do (been there, done that!), Chapman got a job in a call center to pay…

Five Tips To Successfully Onboard Live Chat Agents

Posted: October 10, 2018

I’m always thrilled to work with Dani Apgar at RapportBoost as she’s such a great source of knowledge on technology in customer experience. Here’s an article we co-authored together on how to leverage tech and training to provide great onboarding experiences for live chat agents. “Live chat communications continue to trend upwards in importance. No surprise here. eMarketer predicts that in just one year from now, 80 percent of the world’s smartphone users will use messaging apps. We’re more connected than ever, and that provides challenges for modern sales and service organizations. Today’s online customers want and expect a fast response time…

Promotion Update & Lucep’s Top 50 Customer Experience Blogs and Influencers

Posted: August 8, 2018

I’ve been pretty quiet over the last few weeks – life has been busy since I got promoted 🙂 I’m now Learning & Development Manager for Comm100. Our business is growing fast and getting mature enough now that we really needed an L&D lead to drive internal and external training initiatives. I’m extremely happy to be that person and I’m looking forward to helping Comm100 to grow and learn even better! Wanted also to post a link to Lucep’s list of their Top 50 Customer Experience Blogs and Influencers, which I’m pleased to be a part of! Being on the list nestled…

The Art & Science of Customer Experience

Posted: July 18, 2018

As co-founder of the awesome CX Accelerator community, I jumped at the chance to collaborate with the wonderful Nate Brown on a blog post idea that we’d chatted about at the recent ICMI Expo. Here we get down to the nitty-gritty of whether CX is an artistic or a scientific discipline, and how the two interact. This was a really fun piece to write and we’re planning a fun Google Hangouts live video to debate these points further. Stay tuned for that, but for now, here’s a snippet of our blog post – click through to read more. 💥  What fires you up…

RapportBoost.AI Interview Part 3: Live Chat Data Is the Key to QA

Posted: July 16, 2018

Here’s part 3 of my interview with Rapportboost.AI – you can access part 1 here and part 2 here. This time, we discuss live chat data, quality assurance and how live chat contributes to the sales cycle. “The bounty of live chat data that this channel produces is the perfect tool for tracking the success of optimization. After all, with a sound live chat implementation, what matters most at the end of the day is how customers respond. In our final installment of our Interview Series with Kaye Chapman, Customer Experience and Training Specialist at Comm100, we got down to the nitty-gritty of…