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CCW Las Vegas 2021 Brochure

If you haven’t already heard… 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 live event experience you can have right now. View the just-released br ...

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CCW Digital Market Study Review: 5 Tips & Takeaways

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 ...

4 Things to Know About Digital CX in a Post-COVID World

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 ...

4 Trends That Will Boost Your Customer Experience After The Pandemic

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.

6 Ways To Maximize Productivity During The Work-From-Home Era

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 ...

VP Checklist: Considerations for a Remote Contact Center

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 ...

Manager Checklist: Considerations for a Remote Contact Center

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 ...

Operational Readiness and Remote Workforce Management

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 ...

Dow Jones' Head Of CX Design On WFH Culture

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. 

Work-From-Home Challenges & Opportunities Your Contact Center Can't Ignore (CXNext)

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 ...

Sponsorship Information

2021 Business Opportunities

Check out what we have planned for 2021 and beyond, and see how the transformed CCW products are designed to help you demonstrate your latest technologies, your sales pipelines, set your sales teams up for success, and achieve your goals.

CCW Online 2020: Past Attendee List

Check out the job titles and companies that attended CCW Digital's series of online events in 2020. Among them, CX professionals from Adobe, Dow Jones, Shopify, Expedia, and Nespresso.

CCW Digital Reports

Market Study: Modernizing Service Experiences With AI & Digital

The COVID-19 pandemic threw down the gauntlet for customer contact leaders, urging them to modernize their operations and increase agility. It was a reminder that the customer experience of yesterday is already obsolete - and sure to become even less relevant amid future change.Granted, it also introduced companies to initiatives...

Special Report: New Roles for Agents in the Automation Age

It’s estimated that COVID-19 has sped up digital transformation by over 5 years. While consumer technology generates more revenue for the contact center, the question becomes, how do we keep our employees and our customers satisfied through the transition?Featuring insights form CCW Digital, Uber, Microsoft, and Vonage, this report will...

Special Report: AI for Agents

In order to continually meet changing consumer and societal demands, most organizations have implemented advanced technologies like AI. This report will cover why AI is crucial to building a more productive, engaged, and customer-centric team of agents, how agent intervention should occur along the customer journey, and the top 3...

Special Report: Actionable Analytics in a New Era of CX

Get a scorecard for determining whether your data is "actionable," find out the key mistakes that undermine CX operations, and learn 5 insights to transform your CX.

Market Study: New Standards For Customer Contact Performance

We were already adapting to a new normal - one in which digital engagement, automation, cloud technology and new expectations changed the way we thought about customer contact. Then came COVID-19, which added immense urgency to these initiatives. Robust work-from-home and AI strategies became essential rather than admirable. CX objectives...

Market Study: State of Contact Center Technology

Is your contact center technology helping or hurting in your quest?Contact center technology is not delivering on its promise and may in fact be creating additional effort and frustration for agents and customers. Our new Market Study uncovers this research. More importantly, it reveals how to rethink the technology landscape...

Market Research: Contact Center 2025 - A Roadmap

We in the customer contact space know this lesson better than anyone. The majority of us play catch-up when it comes to adding contact channels, gathering customer insights, implementing new technology and empowering agents, leaving a select few to reap the rewards of customer centricity.Let this Market Study on the...