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.

What if you could free up a significant amount of your work day to focus on more important tasks? It may be easier than you think. The authors of the Harvard Business Review article “Make time for work that matters” have found that many knowledge workers spend a significant amount of time on duties “that offer little personal satisfaction and […]

Based on a primary research report with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings. This report, inspired in part by recently released data from Ovum1, had the following goals: • To understand how organizations are using live chat to engage […]

An outdoor product company specializing in clothing and equipment, The North Face has been creating innovative designs that push new technologies and inspire for more than 40 years. The customer is at the heart of everything The North Face does, so when the customer service team was given the responsibility of implementing live chat, their goal was to establish an […]

This free white paper from CSO Insights and join.me is based on analysis from the 2014 Sales Management Optimization study. It explores some of the challenges that managers are facing in terms of effectively supporting, coaching, and mentoring their sales teams, as well as discussing the role that technology can play in overcoming these issues. Learn about: • The Sales […]

The role of customer service is one that is valued and well understood by many organizations. However, making the leap from correlating customer service activities with overall performance results to investing in strategies that deliver top-notch results is increasingly becoming a key differentiator. Top performing business have long understood the financial ramifications of a satisfied and engaged customer and continue […]

Unproductive sales meetings aren’t a good use of your time, or your prospect’s. But all you need are five minutes to learn how to make your sales meetings more productive, engaging and profitable. Sponsored by join.me, the instant online meeting app, this eBook offers practical tips on how to: • Keep your clients and prospects engaged • Boost meeting productivity […]

This report, based on the survey results with nearly six thousand respondents across ten countries, sheds light on mobile engagement, including its current state, channels in use, which industries consumers are engaging with, and how well they are doing. Additionally, it evaluates engagements for technical support vs. shopping, expectations of what makes a mobile engagement successful, the depth of mobile […]