Technology Integration

In today’s Experience Economy organizations are constantly striving to provide the best customer experience possible, in an ever-changing landscape of consumer expectations. Cloud CX platforms provide...

Top 7 customer demands – and why messaging is the key to meeting them... 3 specific ways messaging can elevate the customer experience

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.It is not that they don’t want to; businesses almost uni...

Our CCW Fall Online event will focus on better connecting with customers. There will be an emphasis on topics like analytics (understanding customers, understanding how agents are delivering for those...

What are customers demanding? Better interactions – throughout the journey.They expect the business to provide fast, effortless, accurate resolutions on the very first contact, regardless of channel.H...

According to research from Forbes, over 80% of business executives still share a belief in the power of face-to-face meetings. While being mobile and web-based allows for people to engage with each ot...

Being innovative isn’t just about finding and implementing new technology, it’s about making processes already in place better. As customers continue to voice their opinion or reach out...

Organizations have always looked for better ways to reach, collaborate and communicate with customers, vendors, suppliers and employees. Doing so drives higher growth, creates more efficiency and incr...

In this interview with Call Center IQ, Brian Kirkham, Director, Expert Services at Agfa, discusses new technologies, cloud computing, and the "internet of things". Agfa can interact with its custome...

Done right, knowledge management can help customer service and support staff deliver faster, more consistent, more satisfying answers. It can empower customers to resolve their own issues, cost-effe...

Enabling IT to better support changing business processes and requirements Organizations require the ability to adapt quickly to rapidly changing economic, technological and competitive landscapes...

Author Dick Bucci, Principal of Pelorus Associates, leads us through the more predominant compliance and liability issues affecting contact centers. Most importantly, he provides insight as to how s...