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CCWomen Customer Experience Performance & Metrics Agent Engagement Customer Insights & Analytics Social, Mobile & Web Tools & Technologies

CCW Digital Glossary: Skill-Based Routing

A form of routing that takes into account the customer’s specific issue.  The customer is connected to the agent most experience in and capable of addressing the specific problem.

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CCW Emerging Technology Exchange

February 19 - 21, 2025
San Francisco, CA

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CCW Emerging Technology Exchange

Customer Contact Week Australia and New Zealand

March 04 - 06, 2025

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Customer Contact Week Australia and New Zealand

CCW Executive Exchange March 2025

March 12 - 14, 2025
Austin, TX

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CCW Executive Exchange March 2025

All Access: Digital CX 2025

April 22 - 23, 2025
Free CX Network Webinar Series

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All Access: Digital CX 2025

CCW BFSI Exchange April 2025

April 23-25, 2025
Kansas City, MO

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CCW BFSI Exchange April 2025

Chief Experience Officer Exchange May 2025

May 14-16, 2025
Memphis, TN

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Chief Experience Officer Exchange May 2025
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Webinar: Building Stakeholder Confidence: Reduce Risk and Optimize ROI Through Successful Proof of Concepts

2024-12-12
02:00 PM - 03:00 PM EST

Webinar: Building Stakeholder Confidence: Reduce Risk and Optimize ROI Through Successful Proof of Concepts

Webinar: Propelling Humans and Automated Systems to New Heights with Speech Analytics

2024-12-11
02:00 PM - 03:00 PM EST

Webinar: Propelling Humans and Automated Systems to New Heights with Speech Analytics

Webinar: Redefining Customer Experience with Agentic AI Platforms

2024-11-20
02:00 PM - 03:00 PM EST

Webinar: Redefining Customer Experience with Agentic AI Platforms
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As the world's largest customer service online research hub, CCW Digital provides 170,000+ members with the tools to optimize their customer contact operations. Through market study reports, seminar series, webinars, and a variety of other media, we’re driving this year’s critical conversations on Generative AI like ChatGPT, automation, agent engagement, self-service, personalization and more.

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