[Webinar] Building Strategy and Confidence in Contact Center AI

Posted: August 1, 2019

If you liked mine and Matt’s article for ICMI on building Chatbot trainers in the contact centre, you’ll like our webinar too. You’ll also like this webinar if you believe in Knowledge Management as a preface for great customer experience! Click through to access the recording, and here’s a rundown of what we cover… “As a contact center leader, you’ve worked hard to grow your…

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Intelligent Assistants (+7 Insights on How Agent-Facing AI Can Accelerate Training and Onboarding)

Posted: July 8, 2019

How does your contact center handle new starter training and onboarding? Most businesses fall into three camps: Trial by fire: give agents a manual to read, then throw them on customer queries and hope for the best.Outsource to colleagues: make training another agent’s responsibility, ask the new starter to shadow them, and expect the new hire to be ready in a week or so.Actual training: devoting resources (not…

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How to Train Your Agents for the Next Generation of Contact Center Work

Posted: June 4, 2019

Since the dawn of time, humans have used technology to improve the way we live. From our earliest forays into fire-making to building the first cars, it’s human ingenuity which has helped us take raw materials around us and transform them into new inventions to make our lives easier. In the present day and the realm of the contact center, we’re on the cusp of…

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

Posted: May 28, 2019

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. But in the same way that CX can…

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5 ways an omnichannel strategy can improve your contact center’s customer retention rates

Posted: April 17, 2019

Agent: “How can I help?” You: “Well, it’s a long story…” Have you ever uttered these words when you’ve got in touch, yet again, to ask an organisation to solve a persistent problem? If you have, you’ll know that one of two things can happen.  Either, the agent stops you right there, looks up your history, and troubleshooting carries on from where you left off.  Or you’ll need to repeat the whole sorry story to a new agent. Even then,…

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7 Benefits of Unified Communications for Contact Centers

Posted: April 3, 2019

Picture this: A screen with four applications open, arranged in windowed tiles so you can still access the other five other applications hidden behind. The click-clack sound of keyboard toggle shortcuts punctuating conversations between each back and forth. A chorus of “Hold, please” to buy time needed to manually copy and paste the customer information that was just provided via the IVR maze. Sound familiar?…

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Report: Customer Satisfaction With Live Chat Is On The Rise

Posted: March 27, 2019

Another Forbes mention! 😊 Dan Gingiss did a great write-up of Comm100’s Live Chat Benchmark Report and drew out a number of interesting findings – including that live chat customer satisfaction is on the rise. This benchmark report is a big effort by all of us at Comm100 every year, and I’ve been involved since our 2016 report. It’s an original piece of research that’s based on all…

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How to nail complex query resolution with internal knowledge bases

Posted: February 22, 2019

It’s 2019, and our contact centers are changing fast. The proliferation of new channels over recent years means that now, some 67% of customers prefer using self-service options instead of speaking with an agent. If you started your career as an agent and remember trying hard to treat every call like it was your first despite having already heard that query ten times that day, this stat…

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[Webinar] The Future of Live Chat in 2019

Posted: February 20, 2019

This webinar was a blast. Jeff and I are good buddies, so it’s always fun presenting with him. However, this webinar was especially significant as it aired just before we launched Comm100’s 2019 Benchmark Report, so we got to share some sneak peeks at the stats before it was even live. As well as discussing the findings from the latest benchmark report, we chatted about…

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