When the Cloud Won’t Cut It: Deploying On-Premise Customer Engagement Software
June 24th, 2020 | Live Chat, Omnichannel

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

Why Your Live Chat Solution Needs Audio and Video
June 4th, 2020 | Live Chat

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

Top 5 KPIs Every Live Chat Manager Needs to Track
May 28th, 2020 | Live Chat

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

Omnichannel vs Multichannel Customer Service – How they Differ and Why it Matters
May 20th, 2020 | Omnichannel

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

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A Checklist for Successful WFH Live Chat Teams
April 30th, 2020 | Live Chat

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

What Does ‘Omnichannel Customer Engagement’ Mean?
April 6th, 2020 | Omnichannel

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

4 Things to Consider When Mapping Your Digital Customer Journey
January 21st, 2020 | Omnichannel

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

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know
January 14th, 2020 | Omnichannel

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

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Roundup: Top 10 Content Pieces of 2019
December 16th, 2019 | Customer Experience

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

How to evaluate HIPAA compliant patient engagement software vendors, Part 2
September 3rd, 2019 | Customer Experience

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

How to evaluate HIPAA compliant patient engagement software vendors, Part 1
August 27th, 2019 | Customer Experience

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

4 Tips to Improve Your Contact Center Customer Experience
August 20th, 2019 | Customer Experience

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

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AI: When to play it safe and when it’s risky business
July 30th, 2019 | Customer Service

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

The Importance of Always-on Customer Communications
July 23rd, 2019 | Customer Service

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

3 Practical Ways AI in the Contact Center Gets Real
July 11th, 2019 | Customer Experience

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

Enter the Super-Agent: 3 Ways AI Enhances the Agent Experience
June 25th, 2019 | Customer Experience

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

The Future of Customer Experience isn’t Omnichannel
April 25th, 2019 | Omnichannel

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

Top 10 Chatbot FAQs
March 7th, 2019 | Chatbot

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