Tag: Contact Center

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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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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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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The Death of Desktop Overwhelm: How Good UX can Boost Satisfaction – and Profits

A customer service rep is frustrated by multiple apps in the contact center

Employee satisfaction is inextricably linked to customer satisfaction – particularly when it comes to frontline personnel. Customer service reps and sales agents are the face of a company and exercise a great deal of influence when it comes…

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