Home » News & Events

Recommended Reading: Top CX and Digital Transformation Content for 2018

Customer preferences for customer service channels continue to shift rapidly – with consumers increasingly naming digital channels as their preferred mode of communication. Additionally, the digital communication landscape continues to grow more complex, with the number of channels…

Read More »

Digital communication removes barriers to delivery of vital services to underserved communities

Just this week, the Government of Canada launched its new First Nations and Inuit Hope For Wellness hotline – a 24/7 hotline that offers counseling services to indigenous Canadians. Trained crisis counselors provide immediate, culturally relevant support in…

Read More »

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…

Read More »

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…

Read More »

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…

Read More »

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…

Read More »

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….

Read More »

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…

Read More »

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…

Read More »

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…

Read More »