“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…

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Webinar – Top Priorities in Customer-Centric Contact Centers

Posted: November 28, 2018

I really enjoyed presenting at this webinar with Tony Medrano of RapportBoost and my friend Nate Brown, co-founder of CX Accelerator, the online CX learning community I’m proud to help facilitate. We chatted about customer preferences, channels, employee engagement and more! Access the recording here. [Read more at Customer Experience Update]

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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…

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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…

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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…

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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…

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RapportBoost.AI Interview Part 1: Live Chat Agent Training Drives CX

Posted: June 27, 2018

It was awesome to have been able to spend some time chatting with Dani, Meredith and the team at RapportBoost.AI – a fantastic company working on AI and augmented intelligence for contact center agents, blending this with a strong focus on emotional intelligence. In this interview we discuss agent training, call center customer service and AI in the contact center. Here’s the intro – click through if you’d like to read more! “Live chat agent training is one of the most innovative spaces in today’s customer experience ecosystem. From canned responses to augmented intelligence, companies are training their live chat agents…

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Sutherland Labs June 2018’s Coolest Things

Posted: June 26, 2018

I don’t usually share shout-outs and mentions of my writing on this blog, but I felt like this article was especially worth sharing as there’s a lot of other good articles linked there too, alongside my Zendesk blog on icebreaker training activities. I loved the ideas on how to shake up your to-do lists with a new formula to help you get organized. The article around the links between language and mental health is something I find fascinating and relevant for customer experience, as we all know how much the words we speak and hear contribute to building meaning. It’s always…

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10 Educational, Funny & Thought-Provoking Customer Service Training Videos You Won’t Have Seen Before

Posted: April 26, 2018

Have you ever experienced that feeling when you encounter a new piece of information that completely shifts your understanding of the world around you? Whether it’s a great book, an enlightening movie or a blog post with a fresh perspective you’d never considered, those moments are at the core of all great learning experiences. As a manager or trainer of a customer service team, you’ll know that excellent customer service teams aren’t born that way. Learning and training are at the heart of teams who are united in vision, strive for excellence and deliver the best customer experiences. And when…

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Icebreaker Alternatives for People Who Hate Icebreakers

Posted: January 2, 2018

“Today is all about getting to know each other, building relationships, and finding out even more about the people you already know. It’s icebreaker time!” As my colleague announced the aims for the day to our newly hired team, the atmosphere in the room turned suddenly frosty. People shuffled in their seats and looked at their shoes. Our team was made up of mostly younger staff, working in an industry that’s not known for its extraversion. At the word “icebreaker”, they visibly melted. Several years earlier, I was a member of a team tasked with onboarding around 25 people, brand…

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