Illustration by Eric Jackson

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3:

Benchmarking: Chat makes up 8% of all customer interactions these days, and it’s expected to go up—Eric Hagaman, Aspect.

Blanket update: We’ve already surpassed our goal of 50 blankets for the Tennessee Department of Children’s Services. We have 63 in the works, including my favorite one: The pizza blanket!

Pizza Blanket2