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How to Best Leverage Live Chat Mobile Customer Support

It's all about the customer experience. Few businesses survive that don't work for the customer. New terminology in the world of customer service revolves around CX, the "customer experience," and it has... Read More

Answers to Four of Your Burning Contact Center Questions

During November, the #ICMIchat community is tackling some of the most-asked contact center questions of 2017. We analyzed the top questions from, and we're discussing them all--from metrics to training, and... Read More

5 Tips for Adding a New Service Channel

I have to admit; it’s awfully cool to work at FCR, a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our... Read More

A Recipe for Award-Winning Live Chat Support

Learn more about, winner of the 2017 ICMI Global Contact Center Award for Best Chat Support “It’s nice to see such a wide variety of metrics used to measure the success... Read More

The Benefits of Messaging in a Contact Center Environment

A new window pops up on an agent’s screen saying “Extra pillows would be great”. It’s an incoming text message from a customer who is planning to check into one of the... Read More

2017 Trend to Watch: The Shifting Mix of Service Channels

Key take-away: Evaluate shifting mix of service channels specific to your customer base In 2017, customer interactions are expected to increase in all channels, however the percent mix between channels will continue... Read More

Window of Opportunity: How to Improve Performance with Every Live Chat Interaction

The average live chat interaction lasts just 11.5 minutes. How can you train agents to use this time to make a definitive impact on site visitors – and know it when they... Read More

10 Steps to Implementing Chat Support

Chat support software can be a powerful tool for offering efficient help from a company website or facilitating staff communication. Studies confirm that chat is both a cost effective and user-friendly tech... Read More

Improving Your Live Chat ROI: 10 Key Metrics

Live chat metrics can be broken down into three types: those that advance operational efficiency, those that advance customer service, and those that are a poor use of time/energy to measure. Let’s... Read More

Contact Center 2020: Are You Prepared?

Fast forward to the year 2020. What will be the state of your contact center? Will it use cutting-edge technology to increase customer engagement? Or will it be stuck in the past?... Read More

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