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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 about 2020 is the year of digital omnichannel. here’s what you need to know

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 about why your business needs an online ticket management system

“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 about ai chatbots: the dream vs. the reality (pt. 2: automation)

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

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 about 4 tips to improve your contact center customer experience

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.

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 about ai is here to help agents, not take their jobs

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 about ai: when to play it safe and when it’s risky business

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 about 3 practical ways ai in the contact center gets real

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)

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 about enter the super-agent: 3 ways ai enhances the agent experience

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

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 about icmi expo 2019 conference roundup

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 about top 4 reasons for live chat popularity

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

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 about debunked! the top six most common live chat myths