The hidden costs of digital silos

The call center has undergone a drastic transformation in the past decade. More and more, call centers are becoming customer contact centers, where customer service agents provide support over a variety of channels – phone, email, live chat,…

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Infographic: the number of channels is on the rise. What’s your plan?

Increasingly, consumers want to communicate by messaging It’s no surprise that today’s consumers are increasingly digital, and that more consumers than ever expect to be able to handle customer service interactions over digital channels. Consumer expectations are clear:…

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The Benefits of Apple Business Chat Beta

In March, Apple Business Chat launched in beta in the U.S. with iOS 11.3. Business Chat enables users to communicate directly with businesses through the Messages app on iPhone and iPad. InTheChat is a customer service provider that…

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The benefits of rich communication and emojis for digital customer service

The successor of the humble emoticon, emojis have taken digital messaging by storm and have become the new messaging feature that people love to hate. There are some that claim that emojis are destroying our ability to communicate…

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Technology brings efficiency, but it can’t replace the desire for human contact

As news continues to come out about Google Duplex AI and it’s conversational AI capabilities, it has prompted speculation about what the implementation of voice assistants smart enough to sound human could mean for the future. What does…

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Every customer is a digital customer: the growing digital customer expectation gap

While it’s true that digital technology continues to revolutionize the business landscape at a blistering pace, making it hard to anticipate with certainty what the future might look like even just three years from now, let alone five…

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Integration means never having to say goodbye (to existing voice solutions)

As digital communication technology continues to grow and evolve, it can be overwhelming for companies looking to keep up with shifting consumer expectations for digital customer service. For companies who have invested heavily in voice solutions for customer…

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The importance of omnichannel customer service for credit unions

It sometimes seems weird to think that the launch of the first iPhone – what many people commonly think of as the “first” smartphone (at least in the way we think of smartphones today) – happened in 2007….

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Leading topics of conversation at ICMI Contact Center Expo

Last week we were excited to be at ICMI Contact Center Expo – a conference focused on bringing together contact center professionals looking to stay current in a rapidly evolving industry. We sat in on a number of…

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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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