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
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Get the dataWhether 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
Note: This blog post was originally published in November 2015, and as it is one of our most popular posts, we have updated + 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
“Artificial intelligence” might come across to many as a trending buzzword used by enthusiastic tech theorists and marketers, but in this series I’ll + Read More
The concept of “artificial intelligence” often gets invoked as a buzzword by enthusiastic tech theorists or marketers, but in this series, I’ll show + Read More
This is Part two of a two-part series on HIPAA compliance for digital customer engagement. Click here for part one, which covers HIPAA + Read More
This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of + 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
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