Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Customer service leaders come in all shapes and sizes. In the age of the internet, it is difficult to keep tabs on which thought leaders […]

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Measures of Success: Our Top 10 Chatbot Evaluation Metrics

As with any large project or undertaking, metrics are key in order to gauge performance. Are your current processes adequate enough, or is there room […]

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What Is a Virtual Contact Center?

A virtual contact center is a digital hub where agents respond to incoming phone calls, emails, social media requests, and other customer service tickets remotely. […]

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How to Design Dialogue for Chatbots

Best practices and downfalls for conversation design for chatbots and voice assistants  The art of conversation evolved early in human evolution. As a species, we’ve […]

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Zendesk vs. Freshdesk: Which Is Better?

Service desk platforms – also called agent desks – help companies enhance the customer experience, scale conversations across multiple channels and reduce customer service costs. […]

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Happy Customer Service Appreciation Week!

Happy Customer Service Appreciation Week you fellow popup clickers! In honor of the amazing work you provide on a daily basis, we at Netomi would […]

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Hiring Customer Service Agents is Harder than Ever

Why companies need AI today.  “Call centers have never been more important — or more strapped1.”  Imagine having a 100-year old parent who has a […]

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17 Customer Satisfaction Survey Questions and Templates

In this post, we’re covering everything you need to know about customer satisfaction (CSAT) surveys, including:  Customer satisfaction surveys defined  Are these surveys still relevant?  […]

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Introducing the new Netomi Chat Widget

Nearly 70% of consumers expect live chat support and it’s currently the preferred channel for consumers between 18-49 years old1. Over the last few years, […]

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