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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

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

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