Customer Contact Week is heading back to Las Vegas! Our upcoming CCW will be the most exclusive event of the year, with limited capacity and a thorough health & safety plan to provide the best ...

To give you a streamlined look at CCW Digital's Market Studies, we've boiled down our past 5 studies to 5 major tips and takeaways for the future of your contact center. Learn how organizations are practicing empathy in their interactions, handling fluctuations in call and email volumes, dealing ...

Over the past year, CCW Digital released over 50 special reports, detailing a range of different topics. Now, we're sharing our most valuable insights in our review, CCW Digital Special Report Series: Top 5 Lessons From the Last Year. Learn why customer intent, retail CX, automation for agents, m ...

Because happy agents yield more successful calls and turnover less, engagement is just as much about driving revenue as it is about enhancing culture. To learn how successful companies have handled and continue to manage agent engagement, we talked to leading executives about how they’re practici ...

Digital channels have become as beneficial for agents as they are for customers, whether by empowering users to self-serve, allowing agents to handle multiple customers at once, or gathering necessary intelligence before phone calls. They enable contact centers to deliver consistent quality amid ...

The pandemic introduced many businesses to work-from-home, and the most employee-centric companies are thinking critically about the optimal role of remote work. Many studies have found that remote work makes people more engaged, satisfied and less likely to quit.

Chances are if you’re reading this, your business is advertently or inadvertently centered around the art of customer experience. Chances are, your business has remain customer-centric, even while working from home. No question, work-from-home policies have existed long before the mass hysteri ...

The only constant is change. As a contact center VP, you know this has never been more true. You lead your teams through what feels like a supercharged wave pool of dynamic business demands, technology challenges, and evolving customer expectations. And, success depends on your ability to adap ...

The only constant is change. As a contact center manager or director, you know this has never been more true. You lead your teams through what feels like a supercharged wave pool of dynamic business demands, technology challenges, and evolving customer expectations. And, success depends on you ...

Companies of all sizes are redefining how they engage with their employees and customers in this new era. Customer contact executives, in particular, are managing significant changes in contact volume and have pivoted from operating brick-and-mortar facilities to leading agents in a home-based ...

Ali Lichtenstein, Head of CX Design at Dow Jones, talks to our analysts about taking the time to check in with agents and to actively listen to their questions and concerns at different points throughout the week. 

In an era of competing on the customer experience, we can never settle when it comes to the way we empower agents to engage with customers. The 2020 CXNext virtual conference’s theme of “reimagine customer engagement from start to finish” perfectly encapsulated this reality. It spoke to a prof ...