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
Connecting the Customer Service Dots at ICMI 2019
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
I’m CX Accelerator’s Community Member Spotlight for November 2019!
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
My ICMI Connections Speaker Slot: Fantastic Bots & How to Build Them
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
Getting Your Customer Service Team Ready for the Holiday Shopping (and Returns, and Shipping, and Problems) Season
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
So You’re a New CX Leader? 5 Tips to Succeed in Your Role
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
The Telephone is a Dying Communication Channel. And It’s Being Killed by Robocalls
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
How to drive customer experience through effective agent 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…
Customer Experience|Technology
[Webinar] Building Strategy and Confidence in Contact Center AI
Posted: August 1, 2019
If you liked mine and Matt’s article for ICMI on building Chatbot trainers in the contact centre, you’ll like our webinar too. You’ll also like this webinar if you believe in Knowledge Management as a preface for great customer experience! Click through to access the recording, and here’s a rundown of what we cover… “As a contact center leader, you’ve worked hard to grow your…
Learning & Training|Technology
Intelligent Assistants (+7 Insights on How Agent-Facing AI Can Accelerate Training and Onboarding)
Posted: July 8, 2019
How does your contact center handle new starter training and onboarding? Most businesses fall into three camps: Trial by fire: give agents a manual to read, then throw them on customer queries and hope for the best.Outsource to colleagues: make training another agent’s responsibility, ask the new starter to shadow them, and expect the new hire to be ready in a week or so.Actual training: devoting resources (not…