Learn about the latest trends, technologies, and strategies for effective communication through messaging platforms such as SMS and WhatsApp.
Learn how to elevate your customer service with an omnichannel messaging platform. Discover key benefits, features to look for, and steps to implement.
How to Use an Omnichannel Messaging Platform to Supercharge Your Customer Service Read More »
Skills Based Routing: Implementation & Best Practices Skills based routing is the process of routing a customer to an agent with the skills required to handle their inquiry. This is done by analyzing the customer’s skills and matching them with an agent which has those skills. There are two types of skills that can be
Skills-Based Routing: Implementation & Best Practices Read More »
If you are a business owner or operations manager looking to improve the efficiency of your contact center process flow, the chances are you will have come across the term ‘asynchronous messaging’. What exactly is asynchronous messaging, and how can it help you to increase agent productivity and customer engagement… Read More »
Asynchronous Messaging: How It Drives Customer Engagement Read More »
What is Messaging? Messaging is referred to as the next generation of chat and has been increasingly adopted in the US, particularly within enterprise businesses, since 2017. In this article, we’ll explain what messaging is, what the differences are between messaging and chat, and what benefits messaging can bring to your business. We’ll also explain what advantages
What Is Messaging? Read More »
Discover the pros and cons of messaging vs. webchat for customer support. Learn which option can enhance customer experience and efficiency for your business.
Messaging vs. Webchat: Which Customer Support Option Boosts Satisfaction? Read More »
11 Tips for Responding to Chats, Including Essential Etiquette and KPIS Chat support is increasingly being used as a new channel for customer service. It’s sometimes referred to as chat support. Many people have tried chat support for the first time, but find it difficult to operate and manage successfully. In this article, we’ll introduce
11 Tips for Responding to Chats, Including Essential Etiquette and KPIS. Read More »
CBA (Communication Business Avenue, Inc) is a software developer and worldwide systems integrator, innovating communication solutions since 2006. For more than 15 years, CBA has been providing Omnichannel Communication Solutions to help brands deliver excellent customer satisfaction.
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