Learning & Development · Customer Experience
Customer Experience|Recognition
Posted: July 16, 2020
Super happy to have made this list with a lot of very inspiring people and some fantastic friends too. Thanks SurveySensum! https://www.surveysensum.com/blog/top-150-global-customer-experience-thought-leaders-and-influencers-of-2020/#KayeChapman
Culture|Customer Experience|Off Topic
Posted: June 24, 2020
I have been on a long hiatus from social media and business-related blogging. 2020 has been like no other year, and I’ve been thinking a lot about what all this change in the world means for me personally and professionally. Now, I’m digging in again, and I wanted to share where I’m at. Been struggling a little with resurrecting my account here and getting back…
I’ve had a awesome crazy amazing 2019, and I wanted to share a few highlights, personal and professional, that have made my year! Finished my Masters degree in professional Education & Training This degree saw me become a part-time hermit, read so many research papers that I thought my brain would explode, and cry on more than one occasion. More than anything though it gave…
Customer Experience|Technology
Posted: November 28, 2019
Any article that myself and the brilliant Bob Furniss are both in is very good in my book! Click through to read this great writeup of our respective ICMI Connections sessions. Here’s my section… Bots Make It Better In a session directly following, the conversation turned to another potential solution for alleviating agent workloads. In “Fantastic Bots and How to Build Them,” Kaye Chapman, learning…
Customer Experience|Learning & Training|Recognition
Posted: November 28, 2019
I’m really happy to be featured as CX Accelerator‘s Community Member Spotlight for November! Click here to go through to the Community Spotlight page or just read my interview below 😊 Greetings Kaye! Tell us where you are in your CX career right now?I started off, like many of us do, in my teens on the phones myself. The contact center I started out in wasn’t…
Customer Experience|Technology
Posted: November 28, 2019
In late October I had the privilege to present at ICMI Connections 2019 in Chicago. My session was called Fantastic Bots and How to Build Them – an hour-long trip through chatbot goals, planning and implementation. Getting ready to speak at my ICMI Connections session, Fantastic Bots and How to Build Them! Come along at 2.30 for chatbot strategy advice and maybe a Niffler reference…
Customer Experience|Technology
Posted: October 28, 2019
Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can be a hair-raising and difficult experience to handle. When it comes to holidays some things don’t change, like presents under the tree, turkey at Thanksgiving, and even customers’ expectations of service. A difficult shopping experience during the holidays can deter them from…
Customer Experience|Learning & Training
Posted: September 26, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring…
Customer Experience|Technology
Posted: September 10, 2019
My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated voice responds: “We are calling to inform you that the IRS has filed a lawsuit against you…” I hang up, frustrated, and block the number. I’ve heard this same message all month long. The death of the phone During the course of a normal day, I…
Customer Experience|Learning & Training
Posted: August 12, 2019
Picture this. You’re managing a contact center where your agent team has received all of the information they need to serve customers perfectly. New starter training helps your agents start taking queries at precisely the point they feel confident to, armed with the skills and knowledge needed to serve customers efficiently. Training on new products or services is completely effective, and afterward, agents immediately start…