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.
Special Report: Knowledge Management
April 06 by CCW DigitalThrough case-study driven answers, insightful data, and first-hand analysis from world-class industry contributors (such as Verizon’s head of global consumer sales and services, and Adidas’ President...
Annette Franz On CX Communications In Times of Uncertainty
March 17 by Annette Franz"Communication is one of the most important things to get right – always, crisis or not."
Special Report: Contact Center Security and Fraud Prevention
March 17 by CCW DigitalThe overwhelming majority of consumers fear fraud increasing in their daily lives. And NICE Enterprise research confirms that 1 in 4 Americans fell victim to fraud in 2019.
AI, Customer Trust, KM, Agent Empowerment & More: 10 Highlights From "State Of Contact Center Technology" Online Event
March 09 by Brian CantorAnalysts, executives and technology leaders shared everything you need to know about lingering contact center technology challenges - and unparalleled new CX opportunities.
Vendor Profile: VHT’s Mindful Platform Revolutionizes Talk And Text
March 06 by CCW DigitalFor over two decades, VHT has been the world’s #1 provider of callback software and services, enabling over 300 of the world’s leading companies to improve their customer experience metrics, save mone...
Special Report: AI For Agents
March 03 by Brian CantorWith a higher standard for engagement, agents require a higher-caliber contact center experience. This Special Report will cover AI for Agents...
The Problem With Digital Transformation (Featuring Adidas Golf President, Jeff Lienhart)
March 03 by CCW DigitalAccording to the WSJ and Economic Times, 70% of digital transformation initiatives do not achieve intended results. Featuring exclusive insights from Adidas, here's a look at why.
What Amazon’s “Go Grocery” Has In Store For The Future Of Commerce
February 26 by CCW DigitalAmazon's new prototype grocery store showing employee and customer experience insights on the horizon.
Special Report: Omnichannel Chatbots
February 25 by CCW Digital5 solutions and strategies to implement more intelligent chatbot technologies, and the most common mistakes.
What's Wrong With My Chatbot?
February 25 by CCW DigitalMore than 71% of consumers are open to using bot technology. Yet, only 9% of customers trust chatbots to solve meaningful issues. Why? (Featuring a sneak peek of our latest report)
Instilling Social Customer Experience In Your Marketing Strategy
February 21 by CCW DigitalAs you'll see in this article, a brand is enhanced or diminished through the digital reputations and social customer care - bridging the gap between the traditionally mundane stigma of “customer servi...
How To Measure Customer Value
February 10 by CCW DigitalAcquiring a new customer is anywhere from five to twenty-five times more expensive than retaining an existing one. Why? To put it simply, you don’t always have to spend costly resources targeting ne...