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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: Trial by fire + 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

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

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 about 5 ways an omnichannel strategy can improve your contact center’s customer retention rates

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