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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 about what are the benefits of omnichannel customer service?

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 about what is omnichannel customer service?

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 about a conversation with cx expert, shep hyken – how to meet today’s sky-high cx expectations

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 about omnichannel customer engagement – lots to love but how to choose?

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 about what is customer experience excellence and how can you start your journey towards it?

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 about how to improve government-to-citizen engagement in 2022

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 about how to train your agents for an omnichannel customer service strategy

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 about 2021 is the year of omnichannel customer engagement – here’s why

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 about omnichannel vs multichannel customer support – how they differ and why it matters

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 about omnichannel customer support – a shopping checklist

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 about 4 reasons why omnichannel is now key to customer support

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 about 5 easy (and effective) routing rules for 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 about what is omnichannel customer engagement?

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 about 4 ways to get rid of painful cx silos

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 about 4 things to consider when mapping your digital customer journey

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. It was a shift + Read More about 2020 is the year of digital omnichannel. here’s what you need to know

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 about 5 ways an omnichannel strategy can improve your contact center’s customer retention rates