October 10, 2018

I’m always thrilled to work with Dani Apgar at RapportBoost as she’s such a great source of knowledge on technology in customer experience. Here’s an article we co-authored together on how to leverage tech and training to provide great onboarding experiences for live chat agents. “Live chat communications continue to trend upwards in importance. No surprise here. eMarketer predicts that in just one year from now, 80 percent of the world’s smartphone users will use messaging apps. We’re more connected than ever, and that provides challenges for modern sales and service organizations. Today’s online customers want and expect a fast response time…