Disaster recovery and business continuity plans to prepare for catastrophic events have become must-haves for most companies, and are even mandated in certain industries. However, if you operate a contact center, it doesn’t take a hurricane or earthquake to have a disastrous impact on your business. It could be as simple as someone unplugging a communications server, or an unsuspecting […]

In a 2015 Forrester customer service survey to more than 7,000 adults in the United States, 77% stated their top priority is to have companies value their time. Optimizing your contact center to support customer expectations has an invaluable impact on satisfaction and loyalty. The white paper “Contact Centers Must Go Digital or Die” illustrates: • How to deploy digital […]

Based on the survey results with nearly six thousand respondents across twelve countries, the 2015 edition of Effective Mobile Engagement finds—similar to its predecessor—that mobile engagement is widespread already and growing quickly. Other conclusions supported by the research should be abrupt wake-up-calls for companies who haven’t yet figured out that getting mobile engagement right should be the single most important […]

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 […]

The social support landscape is forever changing: customers have an ever growing number of platforms where they can vocalize dissatisfaction and where they expect to receive answers. With customers, prospects and even Wall Street listening, technology companies need to get this right the first time, and create dynamic programs for monitoring and moderating social conversations. Join TSIA’s John Ragsdale for […]

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.