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

How to Write a Thank You Letter to Your Customer with Easy-to-Use Samples
December 8th, 2017 | Customer Service

Introduction Another Thanksgiving has come and gone, but that doesn’t mean you’ve missed your chance to be thankful. In fact, if you’re going + 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

Mastering the Public Apology: The Most Epic Apology Letters of Our Time, and What Your Business Can Learn from Them
November 27th, 2017 | Customer Service

From Papa John’s NFL apology to Louis C.K.’s apology (or non-apology) for sexual assault; brands in every industry are learning that the apology + 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

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

Don’t Try This at Work: 15 Social Media Mistakes and Bad Customer Service Examples to Avoid at All Costs
November 6th, 2017 | Customer Service

Introduction Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is + Read More

Social Media Training Activities and Marketing Courses You Never Realized Your Team Needed
November 3rd, 2017 | Customer Service

Introduction Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important + Read More

Missing Customer Feedback? 9 Tips for Effectively Promoting Your Customer Satisfaction Survey
November 2nd, 2017 | Customer Service

It was a Friday afternoon and Rodrigo, my Uber ride, was pulling up in a black Chevrolet Onix. Like the other times I + Read More

The Top Social Media Goals and Marketing Strategies for Successful Teams
October 25th, 2017 | Customer Service

Introduction By 2018, an estimated 2.62 billion people will be using social media worldwide. Out of these 2.62 billion, each person who uses + Read More

15 Ideas for Halloween Office Party Games and Activities to Booooost Your Customer Service Morale!
October 23rd, 2017 | Customer Service

Introduction Halloween is just around the corner, and people all over the world are scrambling to plan costumes, hang decorations, buy candy, and + Read More

How to Reduce Your Average Handle Time Fast
October 18th, 2017 | Customer Service

One or more of these phrases might be familiar to you; many customer service supervisors use them as an attempt to lower your + Read More