Omnicus Blog

Omnicus Blog (en)

6 Essential Qualities of the Best Customer Service Reps

Acquire and retain more customers with an outstanding customer service team

Think You're Cut Out for Customer Experience? Take This Quiz

Find out if you’re cut out for creating an amazing customer experience

4 Keys To Delivering Outstanding Customer Service

Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game:

Improving the Customer Experience with AI

Customer Experience Eivind Jonassen 26 of September 2018

In the past, artificial intelligence has been portrayed as a dangerous and highly complex technology capable of overtaking humanity as a whole. A catalyst for fear, AI was negatively portrayed in ...

8 Reasons Not to Invest in Customer Experience

Customer Experience Eivind Jonassen 21 of September 2018

A Contrarian’s Guide to Avoiding Innovation and Growth

Trends that Disrupted Customer Service in 2018

Keeping up with trends that revolutionized the customer service industry

How You Can Implement AI to Enhance Your Customer Service Today

What does AI look like in today’s customer service world?

The Impact of AI and the Empathy Economy on the Customer Experience

Why you should reinvent your organization to take advantage of the best of digital and human capabilities

These 3 Reasons Explain Why Omnichannel Sucks

Here’s why your omni-efforts are failing your business.

10 Funny Customer Experience Cartoons

Lessons Learned Through Laughter

Customer Experience: Top Resources To Design the Best Strategy For Your Business

Deliver the best CX with these tools and resources to acquire and retain more customers.

First-time Response And First-time Resolution: What You Need To Know

How to prioritize your channels to provide top-notch customer support.

Employee Morale: The Hidden Secret to a High NPS

Not sure how to increase your NPS? Check out your employee morale rate for a hint!

“Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about ...

This is what you need to know about omnichannel customer support

Create a seamless customer experience to boost your revenue

5 Ways to Enhance the Customer Experience

Read through this list of helpful tips on how to optimize any products and services to satisfy today’s consumers.

Why you should use Facebook Messenger on your website

In May, I wrote about why Facebook Messenger will be the ideal platform for tomorrow's customer service. As of November 30, 2017, Facebook opened its chat plugin for Messenger to its own websites. ...

Why Chatbots are the Secret Ingredient

Customer Service Eivind Jonassen 29 of November 2017

What is a chatbot?

A chatbot is a service that automates your interactions with your audience and customers. By using rules or even artificial intelligence to some degree, it lets you interact ...

5 Reasons You Should be Talking About Shared Inboxes

Help Desk Eivind Jonassen 22 of June 2017

Workers spend more than 4 hours a day checking email. Email isn’t dead. According to Adobe Digital Insight’s, time spent with email is up 28% since last year.

Chatbots, A.I. and Self-Service: How to Integrate and Offer Support Day or Night

Chatbot Nicholas McAuliff 25 of April 2017

Ever heard of chatbots?

Deliver a Quality Customer Experience

SaaS Nicholas McAuliff 22 of March 2017

The customer experience, or direct interaction a customer has with your company, determines whether said customer returns. This has the largest impact on your overall bottom line. Therefore, ...

Pay-As-You-Go, Cancel, Upgrade and More with a Cloud-Based Solution

SaaS Nicholas McAuliff 15 of March 2017

You are looking for a solution that works fast, and offers flexibility. You want a solution that gives you options, but doesn’t tie you down. You want a solution that lets you scale as you wish, ...

Cost-effective customer service software that optimizes your budget

Customer Service Nicholas McAuliff 26 of February 2017

How much will it cost?

Customer Service Skills: What You Need To Master

Customer Service Nicholas McAuliff 22 of February 2017

In this post, we will dive deeper into the realm of customer service and explore some specific skills. Our last post detailed how to talk to customers, and included points on attitude control and ...

The Gift of Gab: How To Talk And Be Nice To Customers

Customer Service Nicholas McAuliff 21 of February 2017

Customer service is a skill. Some industry veterans may even argue that it is an art, similar to sales. Whatever the case, like any skill it requires time, experience, and an unwavering ...

Cloud-based customer service for the small business

Customer Service Nicholas McAuliff 09 of February 2017

We have covered the benefits of cloud-based contacts centers vs. call centers. We have also reviewed how the former is generally more cost-effective and mobile. Are there cases where a traditional ...

Free e-book: The Customer Knows Best And So Do You

Customer service is changing. Today’s customer demands instant response times and accurate information. The use of A.I. like chatbots is starting to become the norm. A plethora of self-service ...

Data Analysis and Customer Service

Customer Service Nicholas McAuliff 17 of November 2016

Data analysis in customer service is a topic that we have lightly touched upon. Here, we will go into more detail. We will explore different types of data analysis, and show you how it adds yet ...

Top 7 Tools for Running your Business Online - Anywhere, Anytime

Startup Eivind Jonassen 08 of November 2016

A few days ago, I sat with my colleague and discussed the different tools that we use on a daily basis. We also discussed how “lucky” we are to have access to these tools via the Internet. Lastly, ...

Optimal Help Desk Solutions for the SMB

Customer Service Nicholas McAuliff 25 of October 2016

We’ve covered the help desk in detail. We’ve shown you why you need an integrated help desk, and what it can do for your larger CRM. Now, we’ll dive into the optimal help desk model for small and ...

Mobile Apps and Customer Service

Customer Service Nicholas McAuliff 11 of October 2016

Twenty years ago, mobile phones were a rarity. They were bulky, cumbersome and limited at best. The thought of utilizing them for customer service was laughable.

Know Your Response Times

Customer Service Nicholas McAuliff 22 of September 2016

Response times make a big difference, and there’s real data to back that up. Every customer that reaches out for service wants their issue solved fast.

3 Innovative Ways to Enhance Customer Loyalty

Contact Center Nicholas McAuliff 15 of September 2016

Offering fast and efficient customer service is one thing. Constantly providing fresh ways to enhance the experience is another. By doing so, you strengthen already established customer loyalty. ...

Contact Center Security: Your First Priority

Contact Center Nicholas McAuliff 01 of September 2016

A 2015 study by the Ponemon Institute found that 47% of data breaches are caused by malicious or criminal attacks.

5 Keys to Powerful Contact Center Management

Contact Center Nicholas McAuliff 25 of August 2016

Without the right management, your contact center will not run at peak performance. Great contact center management leads to a great experience for the customer. However, poor management means ...

Supercharge Your Help Desk

Help Desk Nicholas McAuliff 18 of August 2016

Customers have multiple channels to choose from when communicating with a company. How a business decides to use their help desk to complement these options is crucial. It’s a business’s ...

Superior Customer Service: The Path to Business Growth

Customer service is more complex today than ever before. Cloud-based contact centers have offered businesses the perfect solution for the ongoing challenges of customer service. The realm of ...