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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

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

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

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

With over 15 million texts sent per minute for a total of 8 trillion annually, SMS is undeniably one of the most popular + Read More

Customer experience (CX) is centered on the needs and perceptions of the customer, not the business. This includes understanding customer needs at every + Read More

Convenience continues to be the consumers’ main motivation for online shopping. At a time when all it takes are a few clicks to + Read More

Customer Contact Week (CCW) Digital’s special reports are a great resource to catch up on the latest technology, best practices, and trends for + Read More

Citizens today expect transparent and responsive services from the public sector. And those expectations are rising. Government agencies are making significant investments in + Read More

Delivering great customer service is a challenge in every industry. When it comes to healthcare, accessibility, privacy, and personalization raise the bar even + Read More

It’s a well-known fact that data is vital to the success of any company. Data analytics provides insights into customer behaviour – which + Read More

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

Over the last two decades, financial institutions have undergone a complete digital transformation. From e-transfers to contactless credit cards, there’s no denying the + Read More

When considering any technology investment, security and privacy are non-negotiable. No matter which support channels your business offers, keeping your confidential customer data + Read More