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How to make skills-based routing work like phone for digital customer contact

Skills-based routing

Skills-based routing is a long-established solution that is bundled with many automatic call distribution (ACD) systems used by companies that operate large inbound customer contact centers. Skills-based routing is a way to make sure that when a customer…

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InTheChat Taps Former BlackBerry Exec to Lead Go-To-Market

Toronto skyline

Angelo Fasulo to Head Up InTheChat’s Global Growth Initiative from New Toronto Office See original article. WATERLOO, ON–(Marketwired – Oct 12, 2017) – In the Chat Communications Inc. (InTheChat), the leading digital customer engagement software provider for enterprises…

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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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PeopleShock: The Path to Profits when Customers Rule (Review)

PeopleShock, a customer experience book by Tema Frank

PeopleShock: The Path to Profits when Customers Rule By Tema Frank Essential Views Publishing, 316 pages, $17.95 (USD) In the age of automation, where fewer and fewer processes involve human intervention, people have become more important than ever….

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ITC Wins the Eggie; Newegg Customers Win with Digital

Eggie Award from Newegg

An egg today is better than a hen tomorrow. -Benjamin Franklin InTheChat Awarded Most Innovative Customer Service Initiative at the Eggies The Consumer Electronics Show in Las Vegas is home to the Eggies, an annual awards gala where…

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Surviving and Thriving in the Holiday Rush with ITC

Black Friday rings in the retail world’s inevitable holiday rush. Crowded stores, long lines, frantic shoppers and overwhelmed salespeople define the season for many of us. So, it’s not surprising that this year’s Thanksgiving weekend, more purchases were…

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Klout is Out

In 2012, Matt Thomson, former Vice President of Platform and Business Development at Klout, boldly predicted that users with higher Klout scores would be entitled to better customer service, including the ability “to board planes earlier, get free…

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Engage Your Customers, Keep Your Customers

Ensuring every customer has a positive experience with your business has never been so important. Satisfy your customers and roughly 7 in 10 will recommend your company or product to someone else. Mess it up, and almost all…

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Dreamforce 2016: Einstein Gives Consumer Data a Human Touch

Salesforce Einstein

San Francisco – Last week SalesForce CEO Marc Benioff addressed the attendees of Dreamforce 2016, lauding the benefits of the company’s new AI engine, Einstein, which leverages consumer data to deliver a fuller view of the customer and…

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