Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the + Read More
Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the + Read More
Most live chat teams around the world have found themselves working from home, possibly for the first time ever. And for many, they won’t be returning + Read More
Ensuring that your customers can reach you in a click (or two) is crucial to offering great digital customer service and is what makes live chat such a popular customer support + Read More
COVID-19 has had a wide-spread and hard-hitting impact on everything and everyone. It’s not only our individual health that’s at risk (to be sure, this is the most important consideration); the health + Read More
Your VIPs are your company’s most important customers, as defined by you. Whether you work in a B2B or B2C industry, you can + 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
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
