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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 about ai chatbots: the dream vs. the reality (pt. 1 – delight)

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 about how to evaluate hipaa compliant patient engagement software vendors, part 2

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 about how to evaluate hipaa compliant patient engagement software vendors, part 1

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 about the telephone is a dying communication channel. and it’s being killed by robocalls.

How does your contact center handle new starter training and onboarding? In my experience, most businesses fall into three camps: Option three is + Read More about how agent-facing ai can accelerate training and onboarding (with a step-by-step checklist)

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 about customer service isn’t dead: how to do it right & companies already there

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 about 5 tips for finding a cx platform your agents, customers and exec team will love

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 about customer contact week digital: disrupting the live chat experience

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes + Read More about is your live chat disaster-proof? how to avoid these real-life chat fails

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 about five steps to increase live chat adoption

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 about 6 ways to improve the efficiency and productivity of your contact center agents with live chat

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 about top 10 chatbot faqs

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 about 7 benefits of unified communications for contact centers

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 about workflow automation best practices with zapier

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 about 8 tips for integrating sms chat into your cx strategy

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 about customer experience at a crossroads: what drives customer experience success?

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 about inbound and outbound live chat – why you need to be using both

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 about customer contact week digital: live chat special report