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How to Stop the CSat Nosedive with Chat

Live chat isn’t a new channel anymore, but many companies are still applying the same KPIs and processes to it as the phone.

Using insights from Comm100’s Live Chat Benchmark Report covering more than 40 million live chat interactions, learn what needs to change and how the best companies are using chat to provide an exceptional customer service experience as a competitive advantage, with examples and insights from CCW Digital’s Brian Cantor and Michael Dejager as well as Comm100’s Kaye Chapman.

Watch the recording to learn about:

  • 3 reasons customer satisfaction is falling
  • Top customer expectations for 2018 – and how live chat can help
  • Debunking key myths about live chat
  • Mistakes businesses make with chat – and how to fix them
  • Shining live chat success stories


Kaye Chapman

Kaye Chapman is the Content & Client Training Manager at Comm100. She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions.

Brian Cantor

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.

Michael Dejager

Michael DeJager is a Principal Analyst and Divisional Director with the Customer Management Practice. His research and events primarily focus on the service design sector, which include the Service Design Week and Design Thinking annual programs.

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