Beware False Scorecards for B2C Chat
There’s an interesting and high-stakes battle taking place right now in the...
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There’s an interesting and high-stakes battle taking place right now in the...
Zappos. Apple. Wistia. Netflix. Whatever your business or its size, the first...
From SMS to live chats, messaging is becoming an important part of...
You've probably already noticed: There is a major shift towards messaging in...
One thing is clear: Everyone is talking about artificial intelligence (AI) these...
Big question: How should text-based communication work alongside voice for customer service?...
2018 was a big year for the contact center industry. Major product...
Everyone involved in customer service wants to understand consumer channel preference. Otherwise,...