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
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
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
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
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
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
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
With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important + Read More
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
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
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
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
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
According to Customer Contact Week Digital’s latest Disruptive Technology Review, 96% of organizations agree that creating smooth omnichannel experiences is a priority, but + Read More
We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes + Read More
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
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
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
