Kaye Chapman is the Learning & Development Manager at Comm100, an award-winning global provider of digital customer experience solutions. She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. Connect with her on LinkedIn.
by Kaye Chapman - As AI becomes more and more commonplace, people are questioning, “Is my job safe?” Looking purely at the news coverage…
by Kaye Chapman - My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated voice…
by Kaye Chapman - Customer experience is described as the sum total of all the experiences and interactions that the customer has had from…
by Kaye Chapman - Live chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So, once…
by Kaye Chapman - The verdict is in from too many sources to count, and they all say that live chat is the most…
by Kaye Chapman - We all like to look at the positives within customer service – its ability to surprise, delight and offer real…
by Kaye Chapman - Most people who have used live chat as a customer know its biggest advantages: it’s quick, convenient and fits your…
by Kaye Chapman - You can’t build a house on a weak foundation. In the same way, the standard of customer experience that consumers…
by Kaye Chapman - With the rise of every new, digital communication channel, there’s always certain misconceptions or hearsay spread around with it –…
by Kaye Chapman - Agent: “How can I help?” You: “Well, it’s a long story…” According to research, telecom companies saw a 57% rise…
by Kaye Chapman - Picture this: A screen with four applications open, arranged in windowed tiles so you can still access the other five…
by Kaye Chapman - Getting work done in a contact center isn’t as simple as you think. The average worker spends 28% of their…
by Kaye Chapman - AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of science fiction…
by Kaye Chapman - Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind…
by Kaye Chapman - If you’ve ever asked somebody to describe their customer support experience with a company’s call center, there’s a good chance…
by Kaye Chapman - Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into…
by Kaye Chapman - By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve…
by Kaye Chapman - Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with…
by Kaye Chapman - Many of you will be familiar with Google’s autocomplete feature – suggestions which pop up when you start to type…
by Kaye Chapman - Blockchain. Bitcoin. Cryptocurrency. It’s likely you’ve heard these terms mentioned in the news recently, but unless you work in banking,…
by Kaye Chapman - Back in May, Google’s I/O 2018 conference was held to showcase the latest in Google’s offerings to developers around the…
by Kaye Chapman - Communication – We have an obligation to communicate. Respect – We treat others as we would like to be treated.…
by Kaye Chapman - Have you ever experienced that feeling when you encounter a new piece of information that completely shifts your understanding of…
by Kaye Chapman - Implementing live chat for your customer service team might seem like a major decision—and it is!—but it is only the…
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