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

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

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

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

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

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

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

Ah, the end of another year. It’s a time for reflecting on the recent past and thinking forward to what the new year + Read More

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

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

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

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

We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we + Read More

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

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

Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. The challenge + Read More

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