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

Comm100

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.

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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4 Things to Consider When Mapping Your Digital Customer Journey

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Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey.

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

Comm100

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.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

How to Handle a Large Volume of Live Chats

Comm100

Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared.

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AI Chatbots in the Contact Center – Help in a Crisis

Comm100

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them.

AI Chatbots in the Contact Center – Help in a Crisis

Comm100

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them.

How Can Small Businesses Weather the COVID-19 Storm?

Comm100

COVID-19 has had a wide-spread and hard-hitting impact on everything and everyone. It’s not only our individual health that’s at risk (to be sure, this is the most important consideration); the health of businesses – especially small businesses – is under siege.

How Can Small Businesses Weather the COVID-19 Storm?

Comm100

Since the emergence of COVID-19, its impacts have been wide-spread and hard-hitting. However, it is not only our individual health that stands at risk to this epidemic. It’s also posing threats to the health of businesses, with many small businesses bearing the brunt.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

4 Ways to Get Rid of Painful CX Silos

Comm100

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 on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

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

Comm100

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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5 Key Customer Profiles Every Company Should Treat Like VIPs

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Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand.

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

Comm100

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.

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

4 Ways to Get Rid of Painful CX Silos

Comm100

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 on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

ICMI Expo 2019 Conference Roundup

Comm100

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.

5 Key Customer Profiles Every Company Should Treat Like VIPs

Comm100

Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand.

Debunked! The Top Six Most Common Live Chat Myths

Comm100

With the rise of every new, digital communication channel, there’s always certain misconceptions or hearsay spread around with it – and I can’t blame them. How do you know what a new channel can do for you if you don’t understand it?

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

How to Handle a Large Volume of Live Chats

Comm100

Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support channel. However, the volume of chats you receive may get out of hand if you aren’t prepared. You don’t want your agents to feel bombarded with visitor inquiries, and right now, for many customer service teams, this is a bigger challenge than ever. .

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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.

Top 10 Chatbot FAQs

Comm100

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.

4 Things to Consider When Mapping Your Digital Customer Journey

Comm100

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

AI is here to help agents, not take their jobs

Comm100

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.

The Future of Customer Experience isn’t Omnichannel?

Comm100

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%.

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know

Comm100

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. It was a shift backed by data—lots of it.

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know

Comm100

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. It was a shift backed by data—lots of it.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Complaining Customers Are Your Best Customers. But Why?

Comm100

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.

Live Chat Benchmark Data 2020

Comm100

Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever.

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

Comm100

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 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

3 Ways to do More with Customer Experience Personalization

Comm100

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.