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…

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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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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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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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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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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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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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