Keynote Learnings from ICMI Expo 2018: Ernesto Salas, Disney Institute
June 19th, 2018 | Customer Service

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your + Read More

Get Ready for The Shopping Season with These 10+ Tips
June 13th, 2018 | Customer Service

Introduction We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.” For retailers, this old saying rings + Read More

5 Top Customer Service Articles for the Month of May 2018
June 13th, 2018 | Customer Service

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer + Read More

8 Ways that Live Chat is Boosting eCommerce Sales (And What You Can Do to Get in On It)
June 7th, 2018 | Live Chat

Introduction It’s 2018, and eCommerce is truly having its moment. Convenience, necessity, leisure, and the pursuit of better deals are just a handful + Read More

Intelligent, Personalized & Helpful: Take a Look at Our Chatbot Developments
June 5th, 2018 | News & Updates

It’s no secret that automation is changing how we work and live. From self-driving cars, to buying groceries through Alexa, artificial intelligence solutions + Read More

Contact Center AI – What’s out there?
June 5th, 2018 | Contact Center

AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrik’s groundbreaking + Read More

10 Undeniable Dangers of Free Live Chat Apps
May 16th, 2018 | Live Chat

“Free” is one of the most powerful sales words of all times. From our attraction to free shipping to our draw to Buy + Read More

How to Increase New Hire Retention
May 14th, 2018 | Customer Service

High employee turnover is a problem many executives face – and an expensive one too. It costs 21% of an employee’s salary to + Read More

Take a Look at our Latest Feature Releases: AI-Powered Chatbot, Co-browsing & Shopify
May 11th, 2018 | News & Updates

What do Chatbot, Co-browsing & Shopify Integration have in common? They’re all designed to help you make serious gains from the latest in + Read More

Complaining Customers Are Your Best Customers. But Why?
May 10th, 2018 | Customer Service

Introduction If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their + Read More

Account Based Chat: Three Simple Ways to Boost Your ABM Program
May 9th, 2018 | Live Chat

If you’re a B2B marketer, it’s basically impossible to have a serious conversation about your business without talking about Account Based Marketing (ABM). + Read More

Live Chat vs Phone – What are the Differences?
May 2nd, 2018 | Live Chat

The use of chat in serving customers is snowballing, and there is quite a bit of evidence around to understand why. Chat in + Read More

Baby Boomers, Millennials and More: Here’s How to Manage a Multigenerational Workforce
May 1st, 2018 | Customer Service

Introduction In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials + Read More

How to Be a Low Effort Company
April 25th, 2018 | Customer Service

Much has been studied, discussed and debated about keeping customers satisfied and loyal to your brand. In the past, people believed that providing + Read More

10 Educational, Funny & Thought-Provoking Customer Service Training Videos You Won’t Have Seen Before
April 23rd, 2018 | Customer Service

Have you ever experienced that feeling when you encounter a new piece of information that completely shifts your understanding of the world around + Read More

How To Capitalize On Customer Feedback
April 17th, 2018 | Customer Service

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to + Read More

The Satisfaction vs Effort Paradox: Reviewing “Lessons from the Mouse” & “The Effortless Experience”
April 16th, 2018 | Customer Service

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. This is something we’ve always believed to be true + Read More

How to Measure Customer Experience: CSat, NPS and More
April 11th, 2018 | Customer Service

While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the + Read More