Tools & Technologies
Do you have the power to carry out your customer-centric vision? With content related to AI, CRM, call center platforms, workforce optimization, routing and more, this section is your crash course in contact center technology.
Knowledge Management For Next-Generation Customer Experiences
March 13 by Wandy Felicita OrtizAt a time when organizations are operating at round-the-clock omnichannel capacity, being able to reference information in real-time is critical to maintaining efficiency in the contact center and pro...
Intentional CX And Leveraging AI: How Duolingo Uses Language To Create Impactful Learning Experiences
March 09 by Wandy Felicita OrtizDesigning an omnichannel customer experience with purpose and intention, especially when it comes to the usage of AI.
Sharpen eBook: Embrace the Power of Personalization
March 07 by SharpenPersonalization is more than just a buzzword in business today — it’s a necessity. More than 70% of consumers expect companies to deliver personalized interactions. To retain and improve customer loya...
Content Highlight: What You Need To Know About The Intersection Of AI & Humanity
February 29 by Brian CantorWhat does the rise of AI mean for the future of agents and their ability to connect with customers?
Special Report: AI & The Contact Center: 5 Predictions
January 31 by Brooke LynchSpecial Report: AI & The Contact Center: 5 Predictions Special Report: AI & The Contact Center: 5 Predictions Special Report: AI & The Contact Center: 5 Predictions
Advancing Small Businesses Through AI: Revolutionizing Customer Experience And Satisfaction
January 09 by Chad J. WindheimFor MSEs, integrating AI into existing business operations is a strategic endeavor. It involves identifying areas where AI can add significant value, such as in customer service and sophisticated data...
Special Report: Generative AI Simplified: First Steps to Achieving Success
December 22 by Brooke LynchAccording to CCW Digital research, 71% of contact center leaders expect generative AI to have a major impact on the space.
Put Plans Into Action: What to Consider When Adopting Generative AI in the Contact Center
December 20 by CCW Digital EditorIf there's one thing that is certain about the state of customer experience, it’s that generative AI is here to stay. Its incredible growth over the past year has resulted in a major uptick in its pre...
How CAI and Talkdesk are Supercharging Contact Center Efficiency with Gen AI
December 15 by Brooke LynchAs a part of the Future of the Contact Center series, Amy Payne, Global VP of Customer, Partner and Events Marketing at Talkdesk and Tom Grosso, Executive Director, Service Desk at CAI, joined to disc...
New Research: The Role of AI In Redefining Contact Center Efficiency
November 13 by Brian CantorIs AI a pathway to more frictionless customer interactions and more productive agent experiences?
Top Headlines In Customer Contact News This Week | Week of 11/13/2023
November 13 by Wandy Felicita OrtizCS via SMS is trending, the government speaks up about AI, and IRS CX is down the tubes.
Top Headlines In Customer Contact News This Week | Week of 11/6/2023
November 06 by Wandy Felicita OrtizChatGPT Hits 100M weekly users, organizations prioritize gender equity, employers see new hiring trends