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Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer + Read More about 5 top customer service articles for the month of may 2018

Introduction It’s 2018, and eCommerce is truly having its moment. Convenience, necessity, leisure, and the pursuit of better deals are just a handful + Read More about 8 ways that live chat is boosting ecommerce sales (and what you can do to get in on it)

It’s no secret that automation is changing how we work and live. From self-driving cars, to buying groceries through Alexa, artificial intelligence solutions + Read More about intelligent, personalized & helpful: take a look at our chatbot developments

AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrick’s groundbreaking + Read More about contact center ai – what’s out there?

“Free” is one of the most powerful sales words of all times. From our attraction to free shipping to our draw to Buy + Read More about 10 undeniable dangers of free live chat apps

High employee turnover is a problem many executives face – and an expensive one too. It costs 21% of an employee’s salary to + Read More about how to increase new hire retention

If you’re a B2B marketer, it’s basically impossible to have a serious conversation about your business without talking about Account Based Marketing (ABM). + Read More about account based chat: three simple ways to boost your abm program

The use of chat in serving customers is snowballing, and there is quite a bit of evidence around to understand why. Chat in + Read More about live chat vs phone – what are the differences?

Introduction In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials + Read More about baby boomers, millennials and more: here’s how to manage a multigenerational workforce

Much has been studied, discussed and debated about keeping customers satisfied and loyal to your brand. In the past, people believed that providing + Read More about how to be a low effort company

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 about how to capitalize on customer feedback

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 about the satisfaction vs effort paradox: reviewing “lessons from the mouse” & “the effortless experience”

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 about how to measure customer experience: csat, nps and more

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 about why should you come and see us at the icmi contact center expo & conference 2018

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 about customer service kpis, metrics and more: how to build an effective reporting system

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 about long live email! comm100’s new ticketing integration for smoother customer communications

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 about business benefit, right now: why is live chat an urgent priority?

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 about journey mapping for chatbots: how to create a chatbot decision tree from scratch