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.
2023 September Market Study: Contact Center of 2030
September 28 by Brian CantorCCW Digital recently conducted exclusive research into the current and future state of the contact center. The results inform this Market Study, which provides the predictions, concerns, and opportuni...
2023/2024 Lead-Gen Opportunities
September 13 by CCW Digital Editor2023 Remaining lead-gen opportunities and preview of 2024 products
Special Report: 5 Ways Generative AI is Enabling More Personalized Customer Experiences
August 31 by Brooke LynchBy addressing the key needs of frontline agents and alleviating their greatest pain points, generative AI ispoised to empower employees...
How-To Guide: How to Humanize CX Using AI and Automation
August 18 by Wandy Felicita OrtizOrganizations across industries are constantly working to understand if and how the personalization desired by customers can be achieved using machine-accelerated customer service technology...
2023 August Market Study: Modernizing Service Experiences With AI & Digital
August 17 by Brian CantorThis Market Study reveals how to correctly approach digital and AI technology so that experiences improve, customer trust increases, and business results soar.
How LinkedIn is Using Generative AI to Let Customers In
August 17 by Brooke LynchPromptly after generative AI-powered ChatGPT was released to the public, on November 22, 2022, executives at LinkedIn realized it was going to be influential. However, this discussion was nothing new...
Think AI Is Outperforming Agents? Amid Financial Friction, Wayfair’s CEO Disagrees
July 19 by Wandy Felicita OrtizFurniture e-retailer Wayfair CEO Niraj Shah sees AI as what allows the company to not just follow the CX curve, but build a future where AI pushes products forward.
Special Report: Freshchat Conversational Support Benchmark Report 2023
June 30 by Brian CantorAre brands finally ready to make good on their promises of digital transformations? Can they finally put an end to the long wait times, repetitive questions, and indifferent support experiences that c...
Conversational AI vs. Conversation Intelligence: What You Need To Know
June 06 by JustCall iQWhile Conversational AI and Conversational Intelligence do have some level of correlation, the distinct technologies serve widely different purposes in the contact center. Here we discuss the key diff...
2023 May Market Study: Generative AI & Chatbots
May 31 by Brian CantorYears of excitement around AI have corresponded with years of disappointment in the results. Despite promises of augmenting agent performance, more than two-
How AI Empowers Empathetic CX In Today's Hypercompetitive Landscape
May 31 by Brian CantorNo longer debating whether or not to adopt the technology, savvy leaders are now debating how to maximize the impact of their AI investments.
Do Tools Like ChatGPT Pose A COVID-Level Risk To Humanity? Open AI’s CEO Seem To Think So
May 31 by Wandy Felicita OrtizSam Altman joins AI entrepreneurs and academics in sounding the alarm on what they say is generative technology’s harmful potential.