Tools & Technologies
287 results
of 27
Contributor: Seth Adler
Posted: 09/18/2017
Seth Adler
A discussion with Rod Johnson of Farmers Insurance. Full Content »
Contributor: Lisa Schulman
Posted: 09/04/2017
Lisa Schulman
Is the hype over chatbots warranted? Can they really elevate the customer journey while boosting contact center performance? Several experts offer guidance in this complimentary report. Full Content »
Contributor: Brian Cantor
Posted: 09/01/2017
CCW Fall Report
The days of customers enduring bad experiences are over. Customers are demanding better interactions, effortless and accurate information on the very first contact, and for businesses to understand their specific profiles and personalities. Full Content »
Contributor: Seth Adler
Posted: 08/17/2017
Seth Adler
This week's podcast explores gamechanging technology related to AI, omnichannel engagement, gamification, learning software, speech analytics and more. Full Content »
Contributor: Ronald Dorenbos
Posted: 08/11/2017
Ronald Dorenbos
With AI commanding so much attention, Ron Dorenbos ponders a reality in which computers become self-aware. How might it happen? And how might it transform communication? Full Content »
Contributor: Sheri Greenhaus
Posted: 07/10/2017
Sheri Greenhaus
Numerous innovations - including solutions for customer emotion mapping, artificial intelligence, text engagement and predictive VoC analytics - were showcased at CCW. Get the scoop! Full Content »
Contributor: Brian Cantor
Posted: 04/07/2017
brian
Artificial intelligence is one of the hottest topics in customer experience. But should customer service representatives be worried about losing their jobs? Full Content »
Contributor: Brian Cantor
Posted: 02/07/2017
Robot Vector
From a revised approach to agent engagement, to artificial intelligence, to the role of voice in an omnichannel world, we explore eight more imperatives for contact center leaders. Full Content »
Contributor: Brian Cantor
Posted: 01/23/2017
CCWDigital1
The New Year is underway.  That means we can expect short-lived commitments to hit the gym, unwise procrastination about doing our tax returns, and an abundance of discussion regarding pressing customer experience objectives.To help navigate that sea of perspectives about the key trends, challenges, technologies and strategies customer experie Full Content »
Contributor: Brian Cantor
Posted: 06/24/2016
Brian John Salesforce
This video interview empowers you to join the ranks of the disruptors by making connected, personalized service your key competitive differentiator. Full Content »
Posted: 02/11/2016
Accelerated everything. Highly mobile workforces, the global economy, and the ever-burgeoning trend for “bring your own device” have detonated customer demand for effective response and resolution. Intricate workflows, pressure for outstanding productivity gains, even confusion about cloud computing are hitting customers where they live and forcing Full Content »
287 results
of 27
Contributor:
Posted: 09/08/2014
PodcastImage
Tech support might not be the most glamorous business function, but it is irrefutably one of the most important. Representing a source of empowerment for customers and employees who need issues quickly--and successfully--resolved, tech support can serve as a business' top driver of value and differentiation.But because it is known traditionally as Full Podcast »
Contributor: Lisa Schulman
Posted: 09/04/2017
Lisa Schulman
Is the hype over chatbots warranted? Can they really elevate the customer journey while boosting contact center performance? Several experts offer guidance in this complimentary report. Full Whitepaper »