Author: Kat Austin

Digital-Age Thinking for Digital-Age Contact Centers

Digital-age contact centers

As technology advances at an exponential rate, how can we keep contact centers afloat in a deluge of change? Navigating the future involves much more than adopting new software or devices – it involves changing the way we…

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The Inevitable, Part I: Data Goldmines

Data Goldmines

Inspired by ideas from Kevin Kelly’s New York Times bestseller, The Inevitable: Understanding the 12 Technological Forces that will Shape the Future, this blog series looks at the inevitable technological shifts which will make or break the companies…

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Contact Center Ghosts, Monsters, and other Terrors

Ghoulish spectres haunt every company: the ghosts of old technologies and systems. The past hangs onto the contact center like a residue, affecting daily operations and steering your company toward the dark side. Often this environment is ripe…

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The History and Future of Chatbots

Chatbot history, showing Alan Turing

Above. Watch Chatbots: Past, Present, and Future Robots and the human imagination Robots have formed part of the human imagination since time immemorial. While the first artificial humans were powered by supernatural means (think of Hephaestus’s mechanical servants…

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Customer Experience is the New Marketing; Innovative CX is the New Differentiator

Proactive customer service via pop - inviting to text, live chat, or message

Video: Customer Experience is the New Marketing The world of business has changed – irreversibly so. Traditional differentiators need not apply In the past, companies could differentiate themselves from competitors by price or quality. However, in an increasingly…

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The Tale of Two Chatbots

Visual IVR chatbot vs Conversation Bot

Above: an example of the Conversational Chatbot model used for banking The world of customer engagement, we see two types of chatbots: the Visual IVR chatbot and the Conversational chatbot. The Visual IVR Chatbot We are already familiar…

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From Call Center to Digital Contact Center: A Blast from the Past Rockets into the Future

InTheChat scales digital contact channels using phone-based processes

Though contact centers recognize consumer demand for digital channels is on the rise and shows no signs of stopping, digital interactions are not meeting their expected levels, indicating that companies have not been implementing the strategies necessary for…

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I Love Canadian Tech: Thoughts from InTheChat’s Innov-AI-tion Mixer

I love Canadian Tech

Toronto, June 26: With Canada’s 150th birthday fast approaching, John Huehn’s invigorating speech at InTheChat’s Innov-AI-tion Mixer seemed more than serendipitous. Huehn, the CEO of InTheChat, extolled the benefits of supporting Canadian innovation, starting with his own home-grown…

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TD: First Bank in Canada to offer Customer Service via Chatbot on Twitter

shows customer interacting with td bank's chatbot on Twitter

TD Canada Trust, known for their innovation of customer support via digital channels, is back on the leading edge, now offering customer care via a chatbot. Built in collaboration with Twitter Canada and InTheChat, TD’s new customer service…

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An Epic Customer Service #Fail – And its Solution

Customer waits on-hold for 8 hours

When a Toronto man phoned an online electronics retailer for help with his order, he had no idea that the call would become a hyperbolic jump into the customer service looking glass. Due to an extraordinary glitch in…

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