Check our 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.

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...

This report is your guide to navigate this difficult climate by successfully engaging customers, delivering customer experience, and continuing to engage them in the future whether in economic turmoil or not. Topics in this report includes: 5 crucial focus points to invest in to become a customer centric organization during...

For most organizations, especially during times of pandemonium and economic misfortune, efficiently managing a team of front-line employees (or field force) is one of the most operationally complex tasks. Featuring executive interviews with insights and analysis from industry leaders, in this report you’ll learn:A 3-step-approach to increasing productivity through Field...

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...

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...

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...

Though unwise, it was very easy to ignore calls to develop a business continuity plan during periods of fortune. Thanks to the COVID-19 pandemic, companies have seen the consequences of their inactivity. It is time to rethink the approach, not only to support work-from-home in the near-term but to ensure...

Technology should be easy. That premise holds true when we look at smartphone applications and all they’re capable of doing: photo editing, banking, stock transactions, weather forecasts in 30-minute increments, plus browsing and purchasing anything from anywhere across the globe. Often, however, “easy” is not the way we would describe...

As they continue to adjust to unfortunate circumstances, brands are scrambling to keep their customer experience intact. For many, this has been a significant challenge. The Q1 & Q2 climates took a toll on many businesses, demonstrated by market fluctuation and economic circumstances customer experience and financial analysts haven’t seen...

A while ago, it was very easy to ignore a business continuity plan (BCP), since many of us took for granted our business’ profitability, steady markets, engaging office cultures, and to put it bluntly, success. Thanks to that complacency, many are quickly forgetting what success tastes like.