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How CCaaS Providers are Increasing Customer Value with Digital-First Partnerships
November 15th, 2022 | Contact Center, Omnichannel

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the + Read More

The Future Contact Centre – How CCaaS Providers Can Deliver Digital with a Single Partnership
November 15th, 2022 | Contact Center, Omnichannel

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth. As + Read More

A Complete Guide to Omnichannel Customer Service
November 13th, 2022 | Customer Service, Omnichannel
A Complete Guide to Omnichannel Customer Service The state of customer service is always changing, and brands must keep up. While offering just + Read More
What are the Benefits of Omnichannel Customer Service?
October 9th, 2022 | Omnichannel

As consumer shift from the traditional customer service channels of phone and email towards newer digital channels, organizations are finding that they need + Read More

What is Omnichannel Customer Service?
September 14th, 2022 | Omnichannel

Today’s customers now expect to connect with brands from anywhere, anytime, on any device. To keep up and provide this level of customer + Read More

How to Increase Student Enrollment in Higher Education for 2023
September 13th, 2022 | Chatbot, Higher Education, Live Chat, Omnichannel

It’s a time of change in higher education. Since the beginning of the pandemic, undergraduate enrollment has dropped by 9.4% across the United + Read More

A Conversation with CX Expert, Shep Hyken – How to Meet Today’s Sky-high CX Expectations
August 16th, 2022 | Customer Experience, Omnichannel

Shep Hyken, CX expert and a New York Times best-selling author, sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, + Read More

Omnichannel Customer Engagement – Lots to Love But How to Choose?
January 20th, 2022 | Omnichannel

The adoption of omnichannel customer engagement platforms has become critical in achieving customer experience (CX) excellence.  According to research by McKinsey, “most Gen Z consumers don’t even + Read More

What is Customer Experience Excellence and How Can You Start Your Journey Towards it?
January 13th, 2022 | Omnichannel

The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer + Read More

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How to Improve Government-to-Citizen Engagement in 2022
December 15th, 2021 | Omnichannel

Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. Unfortunately, these interactions have become synonymous with poor, + Read More

How to Train Your Agents for an Omnichannel Customer Service Strategy
August 29th, 2021 | Customer Service, Omnichannel

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get + Read More

2021 is the Year of Omnichannel Customer Engagement – Here’s Why
March 30th, 2021 | Omnichannel

Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions + Read More

Omnichannel vs Multichannel Customer Support – How they Differ and Why it Matters
May 20th, 2020 | Omnichannel

Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk + Read More

Omnichannel Customer Support – a Shopping Checklist
May 13th, 2020 | Omnichannel

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak + Read More

4 Reasons Why Omnichannel is Now Key to Customer Support
May 11th, 2020 | Omnichannel

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Others even further back in 2003. Whenever and however it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX).  + Read More

5 Easy (and Effective) Routing Rules for Omnichannel
April 27th, 2020 | Omnichannel

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. True omnichannel platforms give agents visibility + Read More

What is Omnichannel Customer Engagement?
April 6th, 2020 | Omnichannel

There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring + Read More

4 Ways to Get Rid of Painful CX Silos
February 25th, 2020 | Customer Experience, Omnichannel

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people + Read More

4 Things to Consider When Mapping Your Digital Customer Journey
January 21st, 2020 | Omnichannel

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check + Read More

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