Insights, trends and best practices.

A virtual contact center is a digital hub where agents respond to incoming phone calls, emails, social media requests, and other customer service tickets remotely. […]

Best practices and downfalls for conversation design for chatbots and voice assistants  The art of conversation evolved early in human evolution. As a species, we’ve […]

Service desk platforms – also called agent desks – help companies enhance the customer experience, scale conversations across multiple channels and reduce customer service costs. […]

Happy Customer Service Appreciation Week you fellow popup clickers! In honor of the amazing work you provide on a daily basis, we at Netomi would […]

Why companies need AI today.  “Call centers have never been more important — or more strapped1.”  Imagine having a 100-year old parent who has a […]

In this post, we’re covering everything you need to know about customer satisfaction (CSAT) surveys, including:  Customer satisfaction surveys defined  Are these surveys still relevant?  […]

Nearly 70% of consumers expect live chat support and it’s currently the preferred channel for consumers between 18-49 years old1. Over the last few years, […]

Online sports gambling is a booming business. But as upstarts break into the market to try and steal market share from more established players, it’s […]

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first […]