Welcome to the 21st Century, Onboarding! Let’s face it: the employee onboarding process is in need of an overhaul. Too many companies still use paper forms, many are disorganized in their tracking of employees’ progress, and too many wait until employees are just starting work to begin onboarding. In this report, Zach Lahey, Research Analyst for Human Capital Management, explains […]

Looking at collective BoldChat customer data, the 3rd edition of the Live Chat Performance Benchmarks report highlights statistics related to live chat usage, including new findings related to comparisons between desktop visitors and mobile visitors. Using the aggregated metrics of thousands of customers, this report will give new and existing live chat users benchmarks in which they can compare their […]

ICMI and BoldChat by LogMeIn joined forces to help you connect to the trends and best practices that are shaping the customer experience landscape. This MarketPulse will provide contact center leaders with insights and best practices on how to improve the effectiveness of your contact center in preparing for and engaging customers during peak, seasonal volume – no matter what […]

This report outlines the business value and best practices in integrating the contact center with omni-channel programs to deliver a seamless customer experience across multiple touch-points.

Today’s customer is more empowered than ever, and providing a positive, trusted, and engaging customer experience is a powerful way to differentiate your brand. As the financial services industry strives to build customer trust, they are turning to engagement marketing, specifically deployed through content, to help them accelerate the buyer lifecycle and build trust. Download this ebook to learn how, […]

The Financial Services Sector has seen transformational changes and undergone a period of massive overhaul following the financial crisis that rattled this market six years ago. The turmoil created a major setback as financial institutions had to make some significant changes in order to re-establish trust and re-evaluate long-term profitability, while stabilizing the resources spent on protecting customers. The Financial […]

Based on the experiences of 148 respondents, this report will explore what makes a product development company successful. It will loook at the differences between the Best-in-Class and their competitors to see what they atribute margins / revenue to.

The cornerstone of infrastructure as a service (IaaS) is the virtual machines that customers can use to virtualize servers. How do you choose between two experienced giants – Google and Amazon – when the time comes for your organization to start using cloud-based virtual machines? The answer is, “It depends”. There is no wrong choice to be made, but that […]