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.
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
Special Report: Avoiding Pitfalls When Choosing Chatbots In 2024: Solutions, Tools, And Techniques For Elevating Digital Self-Service
October 31 by Wandy Felicita OrtizAcross industries chatbots are adapting to meet consumer needs, reflecting human behaviors modeled by the most experienced agents to create an effective and seamless journey...
CCW Digital’s New Market Study Lets Customer Contact Leaders Take The Future Into Their Own Hands
October 16 by Wandy Felicita OrtizIn 'Contact Center of 2030,' we dive into all the topics of tomorrow that are top of mind for customer contact leaders today.
The Answer or Just Another Question? Reviewing Generative AI & the State of CX In 2023
September 29 by Brian CantorHow can we do more with less? How can we increase personalization while reducing costs? How can we increase seamlessness as we add more channels? How can we drive customers to self-service without mak...
Generative AI, Who? What's the Next Big Thing in CX?
September 29 by Brooke LynchGenerative AI isn’t the only technology to pay attention to. While it may be the most apparent right now, there are other tech trends that are poised to change contact center operations and ultimately...
Exclusive Look: Breaking the Chains of the Traditional WFM Paradigm
September 29 by Brooke LynchCustomers expect to engage whenever and wherever — in the digital age, customers are interacting with brands across channels and following their own journey to support. Navigating this new environmen...