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

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak + Read More

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX).  + 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

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. True omnichannel platforms give agents visibility + Read More

It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of + Read More

Coronavirus has entirely changed the notion of working from home. Almost overnight, millions of people have been asked or ordered to leave the office and work remotely to + 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

Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support + Read More

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus + Read More

COVID-19 has had a wide-spread and hard-hitting impact on everything and everyone. It’s not only our individual health that’s at risk (to be sure, this is the most important consideration); the health + Read More

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people + Read More

Your VIPs are your company’s most important customers, as defined by you. Whether you work in a B2B or B2C industry, you can + 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

Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that + 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