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As much as we hate to admit it, we’ve all been there. Anyone who has ever worked in customer service to any capacity + Read More about 7 steps to turn a complainer into a loyal customer

When considering any technology investment, security and privacy are non-negotiable. No matter which digital support channels your business offers, keeping your confidential customer + Read More about when the cloud won’t cut it: deploying self-hosted live chat software

There is an abundance of stats on the internet revealing the popularity of live chat for customer service. It’s accessibility and speed meet today’s customer expectations and digital-first preferences. But while these stats are true, the figures don’t always tell the whole story. Why? Because + Read More about why your live chat solution needs audio and video

Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the + Read More about top 5 kpis every live chat manager needs to track

Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk + Read More about omnichannel vs multichannel customer support – how they differ and why it matters

Most live chat teams around the world have found themselves working from home, possibly for the first time ever. And for many, they won’t be returning + Read More about a checklist for successful wfh live chat teams

There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring + Read More about what is omnichannel customer engagement?

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check + Read More about 4 things to consider when mapping your digital customer journey

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. It was a shift + Read More about 2020 is the year of digital omnichannel. here’s what you need to know

This is Part two of a two-part series on HIPAA compliance for digital customer engagement. Click here for part one, which covers HIPAA + Read More about how to evaluate hipaa compliant patient engagement software vendors, part 2

This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of + Read More about how to evaluate hipaa compliant patient engagement software vendors, part 1

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able + Read More about 4 tips to improve your contact center customer experience

Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market, smartphones didn’t exist, and we were + Read More about ai: when to play it safe and when it’s risky business

No matter what kind of work you do, it’s getting harder and harder to steer clear of conversations about how artificial intelligence is + Read More about 3 practical ways ai in the contact center gets real

AI-powered chatbots are so 2018. This year, it’s all about agent-facing AI. The ironic thing about this statement is that it makes it + Read More about enter the super-agent: 3 ways ai enhances the agent experience

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer + Read More about top 10 chatbot faqs

With over 15 million texts sent per minute for a total of 8 trillion annually, SMS is undeniably one of the most popular + Read More about 8 tips for integrating sms chat into your cx strategy

Citizens today expect transparent and responsive services from the public sector. And those expectations are rising. Government agencies are making significant investments in + Read More about 4 ways to enhance the government to citizen (g2c) experience with live chat

It’s a well-known fact that data is vital to the success of any company. Data analytics provides insights into customer behaviour – which + Read More about ai-powered chat brings conversational business intelligence to your fingertips