“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…

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…