Webinar

Live Chat Success Benchmarks for 2020

Defining your customer satisfaction and performance goals

Feb 12th, 10AM PST / 1PM EST

In 2019, we saw a 260% increase in end-to-end chatbot resolution with a satisfaction score of 88%. With an increased focus on the agent-customer relationship, could chatbots be the key to enhancing agent efficiency and scaling your business?

Comm100’s annual report allows you to benchmark how you stack up to other organizations using live chat. Get an exclusive sneak peek of the report in our webinar: Live Chat Success Benchmarks for 2020.

You will learn:

  • Data-informed, strategy-boosting insights from over 56 million chat interactions and year over year comparisons
  • The latest customer experience trends from 14 major industries including Financial Services, Healthcare, Technology, and Retail/eCommerce
  • Best practices from top performers and influencers for creating a successful live chat strategy
  • How AI-powered chatbots fit into the picture and will continue to influence customer interactions

Speakers

Kaye Chapman, Learning & Development Manager, Comm100

Kaye is Comm100’s Learning & Development Manager, an internationally-experienced writer and trainer, and an MA student at University College London, the world’s #1 center for Education and Social Science. Kaye has worked with Fortune 500, governmental and private firms across the world to advance customer service operations and embed leading learning and development strategy.

Brian Cantor, Principal Analyst & CCW Digital Director, Customer Management Practice

Brian Cantor is the principal analyst and director for CCW Digital, the global online community and research hub for customer contact professionals. In his role, Brian leads all customer experience, contact center, technology and employee engagement research initiatives for CCW Digital’s series of reports.

Jeff Epstein, VP of Marketing, Comm100

Jeff is Comm100’s VP Product Marketing and Communications. He’s a B2B marketer with 20+ years’ experience creating compelling messaging and content for sales enablement and demand generation. He holds a BA from the University of Waterloo and an MBA from Thunderbird, the American Graduate School of International Management.

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