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The modern association with online customer service often revolves around an experience with live chat. While it’s certainly not the only channel that customers make use of, as email and social media are still popular options for customers looking for...

The concept of the online, in-person customer experience is still relatively new, yet the possibilities are continuing to unfold as we now have the tools and technology to create seamless engagement across several digital channels. The challenge for companies will...

The Role of a Digital Salesperson Take your average, traditional salesperson. Most people instinctively know a salesperson as someone who is relentless in getting you to purchase one of their company’s product. Images of the pushy and overbearing car salesperson at...

Each year, J.D. Power releases its U.S. Insurance Shopping Study. The study for 2016 revealed that while insurers are investing in more digital channels with the customer experience in mind, they are facing challenges when it comes to converting online...

Whether you’re asking for opinions or not, customers offer them and give feedback on just about anything. Thanks to the availability of online channels that connect customers with businesses on a level unlike anything before, it’s almost as if customers...

Contact centers (traditionally known as call centers) have always been a crucial part of the customer experience. However, in past decades, the role of contact centers has been drastically evolving in order to meet customer expectations. When thinking about “call centers”,...