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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

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

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