Free Content | 2020 CCW Vegas

Free Content | 2020 CCW Vegas

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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.

5 Keys To Being Customer-Centric Amid the Coronavirus Pandemic

What does it take to deliver a customer-centric experience amid the coronavirus pandemic? The same qualities it took to deliver a customer-centric experience prior to the outbreak. Make no mistake: the current climate requires tactical changes. Brands have to focus on different product lines. ...

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 ...

Don't Mourn the Contact Center; Do Make These 4 Pivotal Changes

Learn strategies on how to sustain effective work-from-home framework, expand digital services, rethink business continuity plans, and support new methods of agent training.

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 ...

Will The Coronavirus Improve The Future Of Customer Service?

Without a doubt, COVID-19 has drastically affected workforce management, digital transformation, consumer behavior, and financial forecasting. For many organizations, the disease has significantly slowed capital growth. But if you’re looking for a positive amid the pandemonium, look no further.

The Virtual Contact Center Workspace

In the post COVID-19 world, the virtual contact center will become a long-term norm for most businesses. This report will provide 5 actionable takeaways to help you tackle the logistical challenges of equipping a virtual workforce in the long term.

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 ...

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2021 Business Opportunities

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.

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: Serving Customers During Times of Crisis

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...

Special Report: Field Service Management

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...

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...

A Case Study With Arise Virtual Solutions: The Pioneer Of Work-From-Home

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...

A Case Study With Genesys: The Leader In Contact Center Solutions

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...

A CCW Digital Case Study: Can Your CX Work Through The Coronavirus?

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 Case Study With Tango Card: The Leader In Digital Employee Engagement

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.