The Telephone is a Dying Communication Channel. And it’s Being Killed by Robocalls.
August 15th, 2019 | Contact Center

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

AI is here to help agents, not take their jobs
August 8th, 2019 | Customer Service

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

How Agent-facing AI can Accelerate Training and Onboarding (With a Step-by-step Checklist)
July 9th, 2019 | Customer Experience

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

ICMI Expo 2019 Conference Roundup
May 21st, 2019 | Customer Experience

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

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Top 4 Reasons for Live Chat Popularity
May 14th, 2019 | Customer Experience

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

5 Tips for Finding a CX Platform your Agents, Customers and Exec Team Will Love
May 7th, 2019 | Customer Experience

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

Debunked! The Top Six Most Common Live Chat Myths
April 30th, 2019 | Live Chat

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

Is Your Live Chat Disaster-Proof? How to Avoid These Real-Life Chat Fails
March 28th, 2019 | Live Chat

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes + Read More

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Five Steps to Increase Live Chat Adoption
March 21st, 2019 | Live Chat

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

6 Ways to Improve the Efficiency and Productivity  of your Contact Center Agents with Live Chat
March 14th, 2019 | Live Chat

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

5 ways an Omnichannel Strategy can improve your Contact Center’s Customer Retention Rates
February 14th, 2019 | Omnichannel

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

7 Benefits of Unified Communications for Contact Centers
January 31st, 2019 | Contact Center

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

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Workflow Automation Best Practices with Zapier
January 17th, 2019 | Customer Experience

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

Top Types of Customer Communication Channels
November 15th, 2018 | Customer Service

Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business + Read More

How to Improve Call Center Customer Satisfaction with Live Chat
November 1st, 2018 | Contact Center

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

Getting your Customer Service Team Ready for the Holiday Shopping (and Returns, and Shipping, and Problems) Season
October 18th, 2018 | Customer Service

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

3 Ways to do More with Customer Experience Personalization
October 16th, 2018 | Customer Experience

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

Five Tips To Successfully Onboard Live Chat Agents
September 25th, 2018 | Live Chat

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