Call Center Management

Awarded by CCW for Best-In-Class Contact Center this year, home decor store Pier 1 Imports can teach us all a thing or two about delivering top-tier CX. Many companies clamor to provide superior cus...

Online booking portal Hotwire cut agent training time by 50 percent with personalized training program called Hotstart

Fraud is a growing challenge for organizations and industry experts agree that the contact center is the biggest vulnerability. In part one of this two-part webinar series, we learned how voice biom...

Customers expect fast, frictionless experiences. Because PINs and passwords are no longer effective for identification and verification (ID&V), contact centers are forcing customers to run the g...

Register for this free webinarIn 2017, there were 1,579 data breaches, compromising 179 million records and costing breached companies an average of $3.62 million.   Credit card information is highly...

Over the past few years, the customer contact community has been bombarded with talk about artificial intelligence, frictionless experiences, agent engagement, data analytics and omnichannel engagemen...

This report is provided by:Most businesses recognize the value of customer relationships. They know they stand to reap considerable rewards by transforming from an organization thatsupplies products&n...

With 2018 right around the corner, CCW Digital is thrilled to present its annual Executive Priorities Report.The customer contact landscape is always changing, and no organization can precisely predic...

What are customers demanding? Better interactions – throughout the journey.They expect the business to provide fast, effortless, accurate resolutions on the very first contact, regardless of channel.H...

The African contact centre market is rapidly growing larger and more sophisticated as it moves to serve an exploding domestic market of digitally empowered consumers, while also catering to the divers...

Every customer experience initiative must pass an important test:  it must deliver results.Indeed, performance is the end-all, be-all when it comes to customer experience strategy.Aiming to help...

For the more than 500 customer management executives who attended CCW Winter in New Orleans this past January, one question was top-of-mind: what does it mean to “humanize the customer experience”?The...