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How to Improve Credit Union Member Engagement
March 2nd, 2022 | Customer Experience, Omnichannel

There is no doubt that many consumers look to credit unions for lower fees and higher savings rates, but there’s more to credit + Read More

How to Improve Student Support Services – Meeting Sky-High Expectations in Higher Education
February 17th, 2022 | Customer Experience, Omnichannel

Today’s students are CX-indulged. Thanks to technology, Gen Z (born 1997-2012) have grown up surrounded by first-class customer experience, enjoying exceptional levels of + Read More

How to Engage International Students Overnight
February 1st, 2022 | Omnichannel

Connecting with international students is simply not easy, and it has been made even more difficult with the onset of Covid-19. New enrolments + Read More

Omnichannel Customer Engagement – Lots to Love But How to Choose?
January 20th, 2022 | Omnichannel

The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence.  According to research by McKinsey, “most Gen Z consumers don’t even think + Read More

What is Customer Experience Excellence and How Can You Start Your Journey Towards it?
January 13th, 2022 | Omnichannel

The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer + Read More

How to Improve Government-to-Citizen Engagement in 2022
December 15th, 2021 | Omnichannel

Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. Unfortunately, these interactions have become synonymous with poor, + Read More

How to Train Your Agents for an Omnichannel Customer Service Strategy
August 29th, 2021 | Customer Service, Omnichannel

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get + Read More

2021 is the Year of Omnichannel Customer Engagement – Here’s Why
March 30th, 2021 | Omnichannel

Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions + 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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Omnichannel Customer Support – a Shopping Checklist
May 13th, 2020 | Omnichannel

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

4 Reasons Why Omnichannel is Now Key to Customer Support
May 11th, 2020 | Omnichannel

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

5 Easy (and Effective) Routing Rules for Omnichannel
April 27th, 2020 | Omnichannel

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

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 Ways to Get Rid of Painful CX Silos
February 25th, 2020 | Customer Experience, Omnichannel

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

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

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