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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.

What if you did not have to choose between “operational efficiency” and “customer centricity”? The quest for this “best of both worlds” scenario explains the surge of interest in chatbots.Special Report: Chatbots For Customer Service

If the interaction does not take place in the customer’s preferred language, what are the odds the interaction will yield an efficient, effective resolution on the first contact?Special Report: Multilingual Engagement

Market conditions are changing and so is the role of the agent within the contact center. What skills must an agent possess to thrive amid this new normal?Special Report: Future of CX Employees

How do you create the kind of journey that will yield customer loyalty? What are the factors that make customers loyal rather than merely satisfied?Special Report: Customer Loyalty

Nearly every business views the “frictionless customer experience” as a top strategic priority. But what does that really entail?Special Report: Frictionless Experience

This special report investigates the crucial customer experience tenet that is employee engagement.Special Report: Employee Engagement

Our newest report focuses on workforce management. Employees are the lifeblood of the customer experience strategy. They represent the link between the business and its customers, and their actions before, during and after each interaction define the overall quality of the experience.Special Report: Workforce Management

Engagement is the ultimate “moment of truth” when it comes to the customer experience. It is how organizations achieve loyalty from customers and separation from competitors.Special Report: Customer Engagement