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My phone rings. It’s a mobile number, and I’m expecting a call.  I pick up the phone. An automated voice responds:  “We are calling + Read More about the telephone is a dying communication channel. and it’s being killed by robocalls.

As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, + Read More about ai is here to help agents, not take their jobs

How does your contact center handle new starter training and onboarding? In my experience, most businesses fall into three camps: Trial by fire + Read More about how agent-facing ai can accelerate training and onboarding (with a step-by-step checklist)

ICMI Expo 2019 took place from the 13th-16th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. My time at the Expo + Read More about icmi expo 2019 conference roundup

Most people who have used live chat as a customer know its biggest advantages: it’s quick, convenient, and fits your need for instant communication when you can’t (or + Read More about top 4 reasons for live chat popularity

You can’t build a house on a weak foundation. In the same way, the standard of customer experience that consumers expect isn’t achieved + Read More about 5 tips for finding a cx platform your agents, customers and exec team will love

With the rise of every new, digital communication channel, there’s always certain misconceptions or hearsay spread around with it – and I can’t + Read More about debunked! the top six most common live chat myths

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes + Read More about is your live chat disaster-proof? how to avoid these real-life chat fails

Live chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the + Read More about five steps to increase live chat adoption

The verdict is in from too many sources to count, and they all say that live chat is the most cost effective way to manage + Read More about 6 ways to improve the efficiency and productivity of your contact center agents with live chat

Agent: “How can I help?” You: “Well, it’s a long story…” Have you ever uttered these words when you’ve got in touch, yet again, to + Read More about 5 ways an omnichannel strategy can improve your contact center’s customer retention rates

Picture this: A screen with four applications open, arranged in windowed tiles so you can still access the other five other applications hidden + Read More about 7 benefits of unified communications for contact centers

Getting work done isn’t as simple as you think. The average worker spends 28% of their work week on admin tasks alone, such as replying + Read More about workflow automation best practices with zapier

If you’ve ever asked somebody to describe their customer support experience with a company’s call center, there’s a good chance they started their + Read More about how to improve call center customer satisfaction with live chat

Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can + Read More about getting your customer service team ready for the holiday shopping (and returns, and shipping, and problems) season

By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease + Read More about 3 ways to do more with customer experience personalization

Live chat communications continue to trend upwards in importance. No surprise here. eMarketer predicts that in just one year from now, 80 percent + Read More about five tips to successfully onboard live chat agents

Customer care is an integral part of any successful business. After all, potential or loyal customers will often engage with customer care teams + Read More about how to use technology to improve the agent experience

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your + Read More about keynote learnings from icmi expo 2018: ernesto salas, disney institute