3 Practical Ways AI in the Contact Center Gets Real
July 11th, 2019 | Customer Experience

No matter what kind of work you do, it’s getting harder and harder to steer clear of conversations about how artificial intelligence is + Read More

How agent-facing AI can accelerate training and onboarding (With a Step-by-step checklist)
July 9th, 2019 | Customer Experience

How does your contact center handle new starter training and onboarding? In my experience, most businesses fall into three camps: Trial by fire + Read More

Enter the Super-Agent: Three ways AI enhances the agent experience
June 25th, 2019 | Customer Experience

AI-powered chatbots are so 2018. This year, it’s all about agent-facing AI. The ironic thing about this statement is that it makes it + Read More

Customer Service Isn’t Dead: How to do it Right & Companies Already There
June 6th, 2019 | Customer Service

With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important + Read More

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ICMI Expo 2019 Conference Roundup
May 21st, 2019 | Customer Experience

ICMI Expo 2019 took place from the 13th-16th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. My time at the Expo + Read More

Top 4 Reasons for Live Chat Popularity
May 14th, 2019 | Customer Experience

Most people who have used live chat as a customer know its biggest advantages: it’s quick, convenient, and fits your need for instant communication when you can’t (or + Read More

5 Tips for Finding a CX Platform your Agents, Customers and Exec Team Will Love
May 7th, 2019 | Customer Experience

You can’t build a house on a weak foundation. In the same way, the standard of customer experience that consumers expect isn’t achieved + Read More

Debunked! The Top Six Most Common Live Chat Myths
April 30th, 2019 | Live Chat

With the rise of every new, digital communication channel, there’s always certain misconceptions or hearsay spread around with it – and I can’t + Read More

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The Future of Customer Experience isn’t Omnichannel
April 25th, 2019 | Live Chat

Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. The challenge + Read More

Customer Contact Week Digital: Disrupting the Live Chat Experience
April 23rd, 2019 | Live Chat

According to Customer Contact Week Digital’s latest Disruptive Technology Review, 96% of organizations agree that creating smooth omnichannel experiences is a priority, but + Read More

Is Your Live Chat Disaster-Proof? How to Avoid These Real-Life Chat Fails
March 28th, 2019 | Live Chat

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes + Read More

Five Steps to Increase Live Chat Adoption
March 21st, 2019 | Live Chat

Live chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the + Read More

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6 Ways to Improve the Efficiency and Productivity  of your Contact Center Agents with Live Chat
March 14th, 2019 | Live Chat

The verdict is in from too many sources to count, and they all say that live chat is the most cost effective way to manage + Read More

Top 10 Chatbot FAQs
March 7th, 2019 | Chatbot

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer + Read More

Top 10 Chatbot Fails and How to Avoid Them
February 28th, 2019 | Chatbot

Hey Siri, Alexa, and OK Google have all become common commands in the emerging age of intelligent assistants. In less than five years, + Read More

Live Chat Benchmark Report Data 2019: CX efforts pay off as CSAT climbs
February 21st, 2019 | Live Chat

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining + Read More

5 ways an Omnichannel Strategy can improve your Contact Center’s Customer Retention Rates
February 14th, 2019 | Contact Center

Agent: “How can I help?” You: “Well, it’s a long story…” Have you ever uttered these words when you’ve got in touch, yet again, to + Read More

7 Benefits of Unified Communications for Contact Centers
January 31st, 2019 | Contact Center

Picture this: A screen with four applications open, arranged in windowed tiles so you can still access the other five other applications hidden + Read More

Workflow Automation Best Practices with Zapier
January 17th, 2019 | Customer Experience

Getting work done isn’t as simple as you think. The average worker spends 28% of their work week on admin tasks alone, such as replying + Read More