Customer service management library
The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel
Introduction. Total cost of ownership (TCO)—it’s a deceptively straightforward term for a complex, rapidly evolving landscape.
Shopping, paying bills, looking for information, getting advice, answering questions: if you do almost anything online these days, you’ve probably encountered—and maybe used—live chat to communicate with a company