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

Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that + Read More

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

Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. The challenge + Read More

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

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes + Read More

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

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

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining + Read More

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

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

Citizens today expect transparent and responsive services from the public sector. And those expectations are rising. Government agencies are making significant investments in + Read More

Over the last two decades, financial institutions have undergone a complete digital transformation. From e-transfers to contactless credit cards, there’s no denying the + Read More

When considering any technology investment, security and privacy are non-negotiable. No matter which support channels your business offers, keeping your confidential customer data + Read More

Live chat grows up Once an experiment in online engagement, live chat has matured to be a proven digital engagement channel driving sales, + Read More

Live chat communications continue to trend upwards in importance. No surprise here. eMarketer predicts that in just one year from now, 80 percent + Read More

Now more than ever, live chat is the channel of choice for communications between organizations and the customers they serve. In fact, over + Read More