Tools & Technologies

CX leaders should factor in their engaged agents' opinions when considering new contact center technology

On August 12, the Biden-Harris administration announced the rollout of “Time is Money,” an initiative mandating that corporations provide a more streamlined

Friend, a new smart wearable powered by conversational AI, highlights the potential of new AI use cases

For MSEs, integrating AI into existing business involves identifying areas where AI can add significant value.

2024 Media Kit - CCW Digital is a cost-effective way to deliver your message, position yourself as a thought leader, and introduce new products, techniques and strategies to the market.

Here’s an overview of the leading job titles and companies that attended our May 2024 Seminar Series, State of Generative AI.

2023 Remaining lead-gen opportunities and preview of 2024 products

CCW Digital research confirms that nearly 70% of agents are spending too much time on low-value work. The majority of contact centers, moreover, acknowledge that tasks as fundamental as looking up cus...

As customer preferences and behaviors change, agents consistently adapt. When customers adopted digital, agents became fluent across channels, when customers asked for speed, agents worked hard to del...

Special Report: Agent Assist for a Changing Contact Center

At the height of the pandemic, online communication took precedence over in-person interactions. During isolating times, consumers gravitated toward digital and social...

As expectations continue to rise with every unique interaction, customers establish a new lens with which to compare all future experiences. To compete in this new environment, companies must work to...