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Special Reports Series

Our readers are action-oriented and results-driven: they do not simply want to learn about challenges — they want to leverage innovative thinking to achieve unprecedented success. As a result, we introduced the CCW Digital Special Report series to transform today’s challenges into tomorrow’s opportunities. Featuring insights from world-class executives and exclusive research, the reports dive deeply into pressing CX and contact center topics. New reports - each focusing on a unique topic - will be published twice monthly.

18 whitepaper results
of 2

There a simple key to delivering this superior experience: understanding customer intent. This special report reveals how to grow customer satisfaction and loyalty through intent-driven engagement.Special Report: Customer Intent

Dear customer contact community: stop sleeping on automation. Here's how you can ensure your automation initiatives are customer-centric, agent-centric and performance-centric.Special Report: CX Automation

If implemented correctly, messaging can create a markedly more convenient, more satisfying experience for customers. It can also reduce costs and drive revenue for the business.Special Report: Messaging

Instead of telling you something you already know (omnichannel is key), this report focuses the specific strategic, operational and technological steps you must take to truly “go omnichannel.”Special Report: Omnichannel

Retailers have to consider unique marketplace transformations – including the rise of e-commerce and the demand for omnichannel engagement. It thus provides the perfect backdrop for exploring the state of the customer experienceSpecial Report: Retail CX

As 2018 unfolds, what new trends, ideas and “best practices” will emerge? CCW Digital collaborates with 11 of the foremost customer contact executives, analysts and innovators.Special Report: 2018 Customer Contact Predictions

Businesses identify personalization as the defining quality of a customer-centric brand.Special Report: Customer Experience Personalization

In order for a business to satisfy customers, grow market share, increase revenue and overtake their competitors, they must perform.Special Report: Agent Performance

Most businesses recognize the value of customer relationships. But what are the common "CRM" mistakes to avoid?Special Report: CRM

Different customers demand different things. This report explores conventional and creative strategies for finding out what they really want.Special Report: Voice of the Customer

18 whitepaper results
of 2