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Mastering the Public Apology: The Most Epic Apology Letters of Our Time, and What Your Business Can Learn from Them

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rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master.

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Why Are Customers So Rude, Stupid, Entitled? (Or Important!)

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Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for.

How to Set Goals & Build a Strategy to Drive Customer Experience Improvement

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Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough.

How to Use Continuous Improvement Strategies for Customer Experience Improvement

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In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

ICMI Expo 2019 Conference Roundup

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ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. My time at the Expo was a breath of fresh air in more ways than simply letting me escape the heat outside.

Christmas Gifts For Customers: 7 Thoughtful Ideas To Say Thank You

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Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation.

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Top 4 Reasons for Live Chat Popularity

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Most people who have used live chat as a customer know its?biggest?advantages: biggest?advantages: advantages: it’s?quick, quick, convenient, and fits your need for instant communication when you can’t (or don’t want to) pick up the phone.

The telephone is a dying communication channel. And it’s being killed by robocalls.

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My phone rings. It’s a mobile number, and I’m expecting a call. I pick up the phone. An automated voice responds: “We are calling to inform you that the IRS has filed a lawsuit against you…”. I hang up, frustrated, and block the number. I’ve heard this same message all month long.

How to evaluate HIPAA compliant patient engagement software vendors, Part 2

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This is Part two of a two-part series on HIPAA compliance for digital customer engagement. Click here for part one, which covers HIPAA fundamentals and the role of the software vendor.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates

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Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. However, knowing whether or not you are delivering service that meets their expectations can be difficult if you don’t reach out to them.

The Future of Customer Experience isn’t Omnichannel?

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Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. The challenge is that only 30%.

How to evaluate HIPAA compliant patient engagement software vendors, Part 1

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This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of the software vendor in protecting Personal Health Information (PHI). The second post explores the core requirements of a HIPAA-compliant digital engagement platform.

The Importance of Always-on Customer Communications

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We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we started. out of frustration or because ‘something’ came up. But the other way around? Can you imagine a customer service agent hanging up on you?

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Top 10 Chatbot FAQs

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Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery.

AI is here to help agents, not take their jobs

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As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, you’d think that we’d all be out of a job by tomorrow and robots are taking over the professional world.

Is Your Live Chat Disaster-Proof? How to Avoid These Real-Life Chat Fails

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We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. But a lot can be learned from looking at the negatives too.

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4 Tips to Improve Your Contact Center Customer Experience

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If you’re in the contact center space, chances are you already have a customer experience strategy.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

AI: When to play it safe and when it’s risky business

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Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market , smartphones didn’t exist, and we were all rooting for Joel Goodson to be accepted into Princeton despite his questionable choices.

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Live Chat Benchmark Report Data 2019: CX efforts pay off as CSAT climbs

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Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers.

3 Practical Ways AI in the Contact Center Gets Real

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No matter what kind of work you do, it’s getting harder and harder to steer clear of conversations about how artificial intelligence is poised to change everything. If it feels like the mid-90’s all over again to you – when it seemed every conversation was about the World Wide Web and the Information Superhighway (thank you Al Gore) – I get it.

Complaining Customers Are Your Best Customers. But Why?

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Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Enter the Super-Agent: Three ways AI enhances the agent experience

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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 sound like agent-facing AI is just a fad. No doubt there has been a lot of talk about how AI can be used to help improve customer-facing interactions – but there’s more to AI than meets the eye. Truth be told, internal uses of AI have just as much disruptive power as chatbots if not more – and are also far simpler to deploy and far quicker to generate positive ROI.

Customer Service Isn’t Dead: How to do it Right & Companies Already There

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With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important in the digital age. The opposite couldn’t be more true. Deciding what business areas to devote your time and finances to is growing in difficulty as businesses become more complex. Customer service needs to remain near the top of your priority list because of the great amount of competition in the market and how fast news can spread on social media.

5 Tips for Finding a CX Platform your Agents, Customers and Exec Team Will Love

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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 without technology to bring together disparate channels and make consistent, seamless experiences an easy thing to achieve. Thanks to the growth of omnichannel strategies in recent years, there’s no shortage of customer experience (CX) platforms out there.

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3 Ways to do More with Customer Experience Personalization

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Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease of use, innovation, and speed are just a few – companies should be paying more attention to consistency and personalization.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How to Build a CX Coaching Culture

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Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service agent and a client goes a long way in determining whether that client will continue to pay for your services or whether they will move on.

Customer Contact Week Digital: Disrupting the Live Chat Experience

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According to Customer Contact Week Digital’s latest Disruptive Technology Review , 96% of organizations agree that creating smooth omnichannel experiences is a priority, but only 20% of them are getting live chat right. Clearly, there’s a disconnect here. There’s so much more to live chat than just reactive, customer-initiated conversations.

Get Ready for The Shopping Season with These 10+ Tips

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Introduction. We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.”. For retailers, this old saying rings tried-and-true. After all, it’s never too early to get ready for the shopping season.

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How to Measure Customer Experience: CSat, NPS and More

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While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the 21st century, many companies are facing hordes of competition in almost every market.

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Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

How To Capitalize On Customer Feedback

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One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so!