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RapportBoost Blog

Read our industry leading articles about the latest trends in contact centers, sales chat, agent training and augmented intelligence.

Why Prioritizing Empathy and Emotional Understanding Drives Success

By Dani Apgar | April 19, 2018 |

The term emotional intelligence was coined by Peter Salovey and John D. Mayer in 1990. They defined EQ as a…

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Augmented Intelligence Is a Better Way to Describe AI

By Dr. Michael Housman | April 17, 2018 |

At RapportBoost.AI, we hear a lot of talk about artificial intelligence, and to be honest, most of it is hype.…

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Five Best Ways to Train Live Chat Agents

By Tony Medrano | April 12, 2018 |

One of the hottest customer engagement trends so far in 2018 is an increased focus on improving the agent experience.…

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CEO Tony Medrano on Chat Agent Coaching at Shoptalk 2018

By Meredith Lackey | April 10, 2018 |

At Shoptalk 2018, RapportBoost.AI had an awesome time discussing chat agent coaching with key players in the customer experience and digital…

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Customer Support Chat: Critical Do’s and Don’ts for Brands

By Meredith Lackey | April 3, 2018 |

Dani Apgar, RapportBoost.AI Co-Founder and EVP of Sales & Customer Success presents a TechTalk at Shoptalk 2018 on using live chat…

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How to Master Customer Experience Optimization: An Interview with Dean Shaw (3 of 3)

By Meredith Lackey | March 22, 2018 |

Throughout our interview series with Dean Shaw, Global Program Manager at SAS, we’ve covered a diversity of topics including live…

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Does AI Require Oversight? General Assembly Hosts Michael Housman

By Meredith Lackey | March 14, 2018 |

General Assembly hosts Michael Housman, Chief Data Scientist of RapportBoost.AI, as he speaks about deploying AI and why it’s not…

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Driving Live Chat Lead Generation: An Interview with Dean Shaw (2 of 3)

By Meredith Lackey | February 14, 2018 |

In part two of our interview series with Dean Shaw, we talk in detail about live chat lead generation and…

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Why the Explosion in AI? General Assembly Hosts Michael Housman

By Meredith Lackey | February 7, 2018 |

General Assembly hosts Michael Housman as he explains the three driving forces behind the explosion in AI: hardware, open source…

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Live Chat Benefits and Challenges for Online Brands

By Dr. Michael Housman | February 2, 2018 |

It’s the age of conversational commerce, and the numbers are in: live chat holds unprecedented sales and customer service potential for companies and customers alike. But like any new technology, live chat benefits come with challenges. Live chat benefits online brands because it’s more efficient than traditional call centers or email support. Thanks to the built-in chat routing features of live chat companies such as Zendesk Chat, Olark, LiveChat, Inc., and Intercom, agents can partake in multiple conversations at once as determined by their experience and availability.

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