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Solving the contact center customer/agent cycle of frustration with CRM and channel consolidation

It’s hardly news that brand loyalty is gone, and is not likely to return any time soon. In today’s marketplace, brands can no longer expect established brand equity to be a differentiator. What has emerged as the new…

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The benefits of asynchronous messaging for your contact center

In considering how to move forward with formulating strategy for digital customer service, it’s important for companies to understand what is driving the rising demand for customer service over digital channels. Consumers aren’t just switching to digital channels…

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2018 Is The Year Companies Are Making Decisions About Digital Desktop

A fundamental shift has occurred in the way that business is approaching strategy for digital desktop in the contact center. Companies are no longer having conversations about if they need to move forward with a digital strategy, nor…

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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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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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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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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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How Do Chatbots Work?

How do chatbots work? Shows InTheChat's Twitter bot for customer service

Suddenly, everyone is talking about bots. As homescreens become more and more overwhelmed with multiple apps, bots are seizing an emerging opportunity: providing the same services offered by apps within a single messaging platform. Facebook Messenger, Twitter, WeChat,…

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Do you have your chatbot? Thoughts from the Facebook F8 Conference

InTheChat attends Facebook F8 Conference

San Jose, Tuesday, April 18 – Every April Facebook hosts its annual F8 Conference, offering two days’ worth of activities aimed at keeping participants up-to-date with the platform’s latest developments. The conference provides an excellent venue for showcasing…

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Digital Crisis or Redemption (Dimension Data’s Global CX Benchmarking Report)

Discussing customer experience and digital strategy over SMS text messaging with inthechat

Why are businesses undergoing a digital crisis? Because they lack strategies for keeping pace with the rapid technological changes which are determining new models of customer experience. Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report has been…

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