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: 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.
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)
Special Report: Omnichannel Chatbots
February 25 by CCW Digital5 solutions and strategies to implement more intelligent chatbot technologies, and the most common mistakes.
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...
Market Study: State of Contact Center Technology
February 06 by Brian CantorBased on new CCW Digital research, Contact center technology is not delivering on its promise and may in fact be creating additional effort and frustration for agents and customers. Here's how you can...
Special Report: New Standards for the Contact Center
January 22 by Brian CantorTo empower agents to connect with customers and drive more satisfaction, loyalty and revenue, it is time to embrace a higher standard.
President Of Adidas Golf Talking Digital Transformation At Next CCW Digital Online Event
January 22 by CCW DigitalAs you’ll see at our digital transformation session at our next online event, taking place March 3rd/4th, Adidas President of golf, Jeff Lienhart, will be addressing some of the strategic discrepancie...
What You Need to Know About Fraud In The Contact Center
January 16 by CCW DigitalMore than nine in ten consumers in the U.S. are concerned about fraud increasing in their daily activities. And they should be. Here’s why.
Airlines Industry Reinventing Customer Service With Latest Tech Trends
January 09 by CCW DigitalHere are a few examples of innovative and automated customer service technologies that you’ll most likely be hearing more about in the near future.