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Complaining Customers Are Your Best Customers. But Why?
May 10th, 2018 | Customer Service

Introduction If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their + Read More

Baby Boomers, Millennials and More: Here’s How to Manage a Multigenerational Workforce
May 1st, 2018 | Customer Service

Introduction In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials + Read More

Chatbot Do’s and Don’ts – These Are the Best and Worst Chatbot Practices
April 4th, 2018 | Chatbot

When it comes to designing Chatbots, there are a few simple practices that separate helpful, high-performing bots from Chatbots you’d rather see put + Read More

How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples
March 16th, 2018 | Customer Service

Imagine this: two sales letters are sent out to the same customer from two different companies. Both companies offer a product that fills + Read More

5 Things to Consider Before Drafting Sales Letters and Emails
March 14th, 2018 | Customer Service

There are many different types of sales letters and emails. And a quick internet search will show you that there are many different + Read More

Journey Mapping for Chatbots: How to Create a Chatbot Decision Tree from Scratch
February 22nd, 2018 | Chatbot

Most consumers have noticed: there’s a huge gap in capabilities in the chatbot industry. While one chatbot may be able to book you + Read More

It’s All About The $$$ – How Much Money Can Chatbots Actually Save You?
February 20th, 2018 | Chatbot

Want to cut to the chase? Use our Chatbot ROI Calculator and find out how much money you could make with our AI + Read More

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?
February 16th, 2018 | Customer Service

Introduction Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t + Read More

Choosing My Solution: A Customer Engagement Software Checklist
February 7th, 2018 | Customer Service

Choosing a customer engagement software solution can be daunting. But you’re not alone — we’ve compiled this checklist of things to consider when + Read More

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What’s the Catch? — 11 Hidden Pitfalls of Your Favorite Customer Engagement Tools
February 7th, 2018 | Customer Service

It happens to many businesses. Imagine you’ve purchased what seems like the perfect customer engagement software for your company — the one that + Read More

Salesforce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?
February 6th, 2018 | Customer Service

Out of all the customer engagement software tools that are out there, which one is right for your company? The question is a + Read More

CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software
February 5th, 2018 | Customer Service

Customer engagement software is a modern invention that takes care of a modern problem. After all, it wasn’t until the rise of the + Read More

Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report
December 7th, 2017 | Contact Center

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for + Read More

The Art of Boosting Team Morale: How to Motivate Your Live Chat Team
November 29th, 2017 | Live Chat

It doesn’t matter if you’re a student who’s struggling to study for a test, an artist who’s trying to get back to work + Read More

Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them
November 28th, 2017 | Live Chat

Key performance indicators, or KPIs, are performance measurements that show how effectively a company is achieving its goals. Key performance indicators can be + Read More

How to Go the Distance: Key Tips and Practices for Managing a Remote Live Chat Team
November 23rd, 2017 | Live Chat

So you want to hire a stellar live chat team. Chances are, you’d love to have the option of picking from a vast + Read More

One and Done: How to Optimize Your First Contact Resolution Rate
November 15th, 2017 | Customer Service

We’ve all been there: you’re waiting on the phone or in a live chat session, and the representative is fumbling with information. He + Read More

20+ Must Have Customer Service Skills to Look for in a Live Chat Agent
November 8th, 2017 | Customer Service

So, it’s time for you to assemble your live chat dream team. You want your live chat customer service experience to be top + Read More

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5 Social Media Customer Service and Marketing Secrets from the Pros
November 8th, 2017 | Customer Service

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their + Read More