contactcenter
2024 January Market Study: Future of Contact Center Employees
January 30 by Brian CantorThe product of exclusive, in-depth research, it reveals what you need to know to build a team of agents who can make unrivaled customer connections in today’s unprecedented CX landscape.
2023 November Market Study: Future of the Contact Center
November 20 by Brian CantorAnother year of customer-centric rhetoric has unfortunately accompanied another year of customer experience disappointment. Only 4% of consumers feel...
Special Report: 5 Ways Generative AI is Enabling More Personalized Customer Experiences
August 31 by Brooke LynchBy addressing the key needs of frontline agents and alleviating their greatest pain points, generative AI ispoised to empower employees...
How to Guide: How to Establish Trust for CX
June 29 by CCW Digital EditorCustomer trust is hard to come by — individuals are no longer building relationships with every brand they interact with. Trust is earned, and customers...
Special Report: Making Omnichannel a Reality
May 31 by Brian CantorA new evolution is underway. In today’s marketplace, omnichannel involves not only connecting all touch points but using this integrated framework to deliver highly personalized and proactive...
7 Way to Leverage New AI
April 24 by Grace FreundCutting-edge technologies are rapidly transforming the customer service landscape. This report will explore these emerging technologies, discuss their applications in customer service delivery, and re...
Special Report: When AI Isn’t Enough: Achieving Flexibility Amid CX Unpredictability
December 28 by Brian CantorTo say customer engagement is unpredictable is the understatement of the century. Different customers will connect for unforeseen reasons, at all times, across all channels...
Special Report: Unlocking the True Power of the Contact Center in 2023 & Beyond
December 28 by Brian CantorTalk about transforming the contact center into a “value center” or “profit center” is beyond the point of cliche. Real results, on the other hand, remain decidedly elusive...
2022 September Market Study: Smart Contact Centers
September 30 by Brian CantorIn theory, the emergence of “smart” contact center solutions is the solution to this enduring technology challenge. But which contact center needs are most urgent? Which solutions should you prioritiz...
Special Report: Maximizing Productivity in the Contact Center
September 29 by Brooke LynchIn 2022, maximizing productivity is a non-negotiable. Over the past two years companies have recognized the value of optimized contact center operations...
Special Report: Generating Revenue in the Contact Center
May 12 by Brooke LynchConversations about a revenue generating contact center used to be entirely centered around efficiency. Contact center executives focused their efforts on reducing average handle times, managing call...
2021 November Market Study: Future of the Contact Center: A Forecast
November 16 by Brian CantorSay goodbye to debate over the value of the contact center. Say hello to conversation about how the contact center can achieve that value in today’s rapidly changing world. How will contact center...