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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Five Tips To Successfully Onboard Live Chat Agents

Posted: October 10, 2018

Live chat communications continue to trend upwards in importance. No surprise here. eMarketer predicts that in just one year from now, 80 percent of the world’s smartphone users will use messaging apps. We’re more connected than ever, and that provides challenges for modern sales and service organizations. Today’s online customers want and expect a fast response time to their customer service query, plus a frictionless way to…

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The Art & Science of Customer Experience

Posted: July 18, 2018

I jumped at the chance to collaborate with my friend Nate Brown, co-founder of the awesome CX Accelerator community, on a blog post idea that we’d chatted about at the recent ICMI Expo. Here we get down to the nitty-gritty of whether CX is an artistic or a scientific discipline, and how the two interact. This was originally published on the CX Accelerator blog. đŸ’„  What fires you…

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RapportBoost.AI Interview Part 3: Live Chat Data Is the Key to QA

Posted: July 16, 2018

Here’s part 3 of my interview with Rapportboost.AI – you can access part 1 here and part 2 here. This time, we discuss live chat data, quality assurance and how live chat contributes to the sales cycle. The bounty of live chat data that this channel produces is the perfect tool for tracking the success of optimization. After all, with a sound live chat implementation, what matters…

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Rapportboost.AI Interview Part 2: Chat With Emotional Intelligence

Posted: July 12, 2018

Here’s part 2 of my interview with Rapportboost.AI – you can access part 1 here. This time, we’re taking on the topic of emotional intelligence and discussing how technology can help in delivering emotionally intelligent customer interactions. As Augmented Intelligence transforms the workforce, emotional understanding is proving to be an essential component of brands’ interactions with their customers. After discussing live chat agent training in Part One of our…

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Winning Live Chat Training for Your Customer Service Team

Posted: July 10, 2018

Implementing live chat for your customer service team might seem like a major decision—and it is!—but it is only the first step in modernizing your customer service strategy. Luckily, implementing a live chat system on your website is often pretty simple, but a tool isn’t useful if your teams aren’t trained to use it properly, and aren’t fully on board with its potential to make…

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RapportBoost.AI Interview Part 1: Live Chat Agent Training Drives CX

Posted: June 27, 2018

It was awesome to have been able to spend some time chatting with Dani, Meredith and the team at RapportBoost.AI – a fantastic company working on AI and augmented intelligence for contact center agents, blending this with a strong focus on emotional intelligence. In this interview we discuss agent training, call center customer service and AI in the contact center. Live chat agent training is one…

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