How to evaluate HIPAA compliant patient engagement software vendors, Part 2
September 3rd, 2019 | Customer Experience

This is Part two of a two-part series on HIPAA compliance for digital customer engagement. Click here for part one, which covers HIPAA + Read More

How to evaluate HIPAA compliant patient engagement software vendors, Part 1
August 27th, 2019 | Customer Experience

This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of + Read More

3 Practical Ways AI in the Contact Center Gets Real
July 11th, 2019 | Customer Experience

No matter what kind of work you do, it’s getting harder and harder to steer clear of conversations about how artificial intelligence is + Read More

How Agent-facing AI can Accelerate Training and Onboarding (With a Step-by-step Checklist)
July 9th, 2019 | Customer Experience

How does your contact center handle new starter training and onboarding? In my experience, most businesses fall into three camps: Trial by fire + Read More

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Enter the Super-Agent: Three ways AI enhances the agent experience
June 25th, 2019 | Customer Experience

AI-powered chatbots are so 2018. This year, it’s all about agent-facing AI. The ironic thing about this statement is that it makes it + Read More

ICMI Expo 2019 Conference Roundup
May 21st, 2019 | Customer Experience

ICMI Expo 2019 took place from the 13th-16th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. My time at the Expo + Read More

Top 4 Reasons for Live Chat Popularity
May 14th, 2019 | Customer Experience

Most people who have used live chat as a customer know its biggest advantages: it’s quick, convenient, and fits your need for instant communication when you can’t (or + Read More

5 Tips for Finding a CX Platform your Agents, Customers and Exec Team Will Love
May 7th, 2019 | Customer Experience

You can’t build a house on a weak foundation. In the same way, the standard of customer experience that consumers expect isn’t achieved + Read More

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Workflow Automation Best Practices with Zapier
January 17th, 2019 | Customer Experience

Getting work done isn’t as simple as you think. The average worker spends 28% of their work week on admin tasks alone, such as replying + Read More

8 tips for integrating SMS Chat into your CX strategy
January 10th, 2019 | Customer Experience

With over 15 million texts sent per minute for a total of 8 trillion annually, SMS is undeniably one of the most popular + Read More

Customer Experience at a Crossroads: What Drives Customer Experience Success?
January 3rd, 2019 | Customer Experience

Customer experience (CX) is centered on the needs and perceptions of the customer, not the business. This includes understanding customer needs at every + Read More

3 Ways to do More with Customer Experience Personalization
October 16th, 2018 | Customer Experience

By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease + Read More

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6 Must-see Live Chat Statistics for 2019
Optimize your CX strategy with these industry-specific live chat data points
How to Build a CX Coaching Culture
September 27th, 2018 | Customer Experience

Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service + Read More

Best Customer Experience Articles from the Month of July 2018
August 1st, 2018 | Customer Experience

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer + Read More

How to Improve Your CX Function Through Coaching
June 26th, 2018 | Customer Experience

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any + Read More

How to Set Goals & Build a Strategy to Drive Customer Experience Improvement
December 19th, 2017 | 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

How to Use Continuous Improvement Strategies for Customer Experience Improvement
December 14th, 2017 | Customer Experience

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as + Read More

Customer Experience Quality & Training: How to Build a Winning Framework within Your Organization
December 12th, 2017 | Customer Experience

Times are changing, and the way people make buying decisions is radically different from how it was a few decades ago. Companies can + Read More