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How to Improve the Live Chat Experience in 2022
January 25th, 2022 | Customer Experience, Live Chat

Live chat is now the most popular customer service channel, and it’s not hard to see why. According to Invesp, live chat is by + Read More

2022 is the Year of Digital Customer Experience Excellence – Here’s Why
January 6th, 2022 | Customer Experience

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In + Read More

Top 4 Customer Experience Trends for Financial Services to Expect in 2022
December 2nd, 2021 | Customer Experience

It’s difficult to keep abreast with the latest customer experience trends at the best of times. 2021 has taken this to another level. + Read More

How Live Chat Improves the Digital Customer Experience
November 23rd, 2021 | Customer Experience, Live Chat

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this.   Although + Read More

5 Reasons Why Colleges & Universities Need Live Chat & Chatbots

Unless you’re living under a rock, you’ll have heard of, and likely used live chat. You have probably interacted with chatbots too, knowingly + Read More

Top 4 Steps to Integrate Chatbots into Customer Service
November 10th, 2021 | Chatbot, Customer Experience, Customer Service

Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the + Read More

How Higher Education is Using AI Chatbots to Improve Student Engagement

As higher education institutions look for new ways to engage their students, many are turning away from traditional phone support to invest in + Read More

Contact Center Digital Transformation – The Essential Stages for a Smooth and Successful Transition
October 25th, 2021 | Customer Experience, Customer Service

Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls, and to meet the + Read More

The Role of Social Media in Higher Education – 5 Best Practices for Engagement
October 25th, 2021 | Customer Experience, Customer Service

Today’s students have grown up as digital natives, surrounded by technology and accustomed to the experience it provides. It should come as no + Read More

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Engaging with International Students – Top Tips for Higher Education
October 25th, 2021 | Customer Experience, Customer Service

Engaging with students is difficult in higher education. Engaging with international students in higher education is even more difficult. Besides potential language barriers, institutions also need + Read More

Improving Student Engagement – Why Phone Support is Dead
October 25th, 2021 | Customer Experience, Customer Service

Amid the Covid-19 pandemic, maintaining high levels of student engagement appeared to be a losing battle for many higher education institutions. Spring break 2020 heralded + Read More

The Best Customer Experience Needs the Best Agent Experience – Expert Commentary
May 13th, 2021 | Customer Experience

Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation. Once + Read More

PIPEDA – How and Why Comm100 Complies to Canada’s Privacy Law
February 22nd, 2021 | Customer Experience

92% of Canadians are concerned about their personal privacy, and 45% think businesses don’t respect their privacy rights.  We live in an increasingly privacy-conscious world, + Read More

Here’s why the experts think empathy is the key to customer experience
February 18th, 2021 | Customer Experience, Customer Service

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In + Read More

Resolving Customer Service Complaints – How to Reduce Repetition & Agent Handoffs
August 31st, 2020 | Customer Experience, Customer Service

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise + Read More

CX Inspiration – A Q&A with Nate Brown, Co-Founder of CX Accelerator
April 26th, 2020 | Customer Experience

It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of + 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

How to Set Goals & Build a Strategy to Drive Customer Experience Improvement
February 19th, 2020 | Customer Experience

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having + Read More

Roundup: Top 10 Content Pieces of 2019
December 16th, 2019 | Customer Experience

Ah, the end of another year. It’s a time for reflecting on the recent past and thinking forward to what the new year + Read More

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