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Customer Service Industry Trends 2024 

Dig deep into five customer service predictions that are expected to have a lasting and powerful impact far beyond the year. 

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How To Capitalize On Customer Feedback
April 17th, 2018 | Customer Service

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to + Read More

The Satisfaction vs Effort Paradox: Reviewing “Lessons from the Mouse” & “The Effortless Experience”
April 16th, 2018 | Customer Service

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. This is something we’ve always believed to be true + Read More

How to Measure Customer Experience: CSat, NPS and More
April 11th, 2018 | Customer Service

While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the + Read More

Why Should You Come and See Us at The ICMI Contact Center Expo & Conference 2018
April 2nd, 2018 | News & Updates

If you own or manage a contact center or deal with customers at all, then you should give serious thought to attending this + Read More

Customer Service KPIs, Metrics and More: How to Build an Effective Reporting System
March 28th, 2018 | Customer Service

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the + Read More

Long Live Email! Comm100’s New Ticketing Integration for Smoother Customer Communications
March 20th, 2018 | News & Updates

Email has been around for decades, but despite being a seasoned communication channel, it’s not losing popularity. It’s still widely cited by customers + Read More

Business Benefit, Right Now: Why Is Live Chat An Urgent Priority?
March 1st, 2018 | Live Chat

Perhaps you’re like me, and you hunt up and down the aisles of the local hardware store looking for that elusive part. You + Read More

Journey Mapping for Chatbots: How to Create a Chatbot Decision Tree from Scratch
February 22nd, 2018 | Chatbot

Most consumers have noticed: there’s a huge gap in capabilities in the chatbot industry. While one chatbot may be able to book you + Read More

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?
February 16th, 2018 | Customer Service

Introduction Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t + Read More

Why Customer Delight Is the Wrong Strategy
February 13th, 2018 | Customer Service

Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been + Read More

Knowledge Base Examples: 6 Tips for Clean, Professional KBs
February 9th, 2018 | Customer Service

One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or + Read More

Choosing My Solution: A Customer Engagement Software Checklist
February 7th, 2018 | Customer Service

Choosing a customer engagement software solution can be daunting. But you’re not alone — we’ve compiled this checklist of things to consider when + Read More

What’s the Catch? — 11 Hidden Pitfalls of Your Favorite Customer Engagement Tools
February 7th, 2018 | Customer Service

It happens to many businesses. Imagine you’ve purchased what seems like the perfect customer engagement software for your company — the one that + Read More

Building the Perfect Knowledge Base Template Article
February 7th, 2018 | Customer Service

Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service + Read More

What do I Need to Know to Create a Knowledge Base?
February 6th, 2018 | Customer Service

A knowledge base is a great way of communicating with customers. When written well, it helps direct customers straight to the information they + Read More

Salesforce, HubSpot, Zendesk and More — Which Customer Engagement Software is Right for Me?
February 6th, 2018 | Customer Service

Out of all the customer engagement software tools that are out there, which one is right for your company? The question is a + Read More

What Is a Knowledge Base and Why Is It Useful?
February 5th, 2018 | Customer Service

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a + Read More

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software
February 5th, 2018 | Customer Service

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the + Read More