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: Journey to the Cloud: A Travel Guide
April 28 by Brian CantorLong wait times. Disconnected channels. Impersonal experiences. Time wasted on menial tasks. These pain points are all-too-familiar – and all-too-frustrating – to those in the customer contact space....
7 Way to Leverage New AI
April 24 by Grace FreundCutting-edge technologies are rapidly transforming the customer service landscape. This report will explore these emerging technologies, discuss their applications in customer service delivery, and re...
Vintage Aesthetics Vs. Trending Technology: When Everything Retro Is Back In Style, What Does That Mean For The Future Of Customer Service?
April 14 by Wandy Felicita OrtizFor those working in customer experience, it can become difficult to discern and deploy customer contact technologies in a society that is simultaneously celebrating and shunning the very advancements...
2024 Media Kit
March 22 by CCW Digital Editor2024 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.
Women’s History In The Contact Center: How The Shift From Analog To Digital Would Have Been Impossible Without Them
March 14 by Wandy Felicita OrtizIn celebration of Women’s History Month, we’re introducing you to three women who, though years apart, possessed the skill, confidence and willingness to lead the pack for women at work.
Malala Yousafzai is Dismantling Inequity: Highlights from her International Women's Day Discussion
March 14 by Brooke LynchIn her discussion, ‘Dismantling Inequity: The Power of Developing Women Leaders’ Malala Yousafzai took the opportunity to share not just her personal experience with inequity, but the story of all gir...
Show Me the Money: Investment Challenges to Address in 2023
February 16 by Christine DuceyDespite millions of dollars spent toward eliminating customer stress, contact centers are still struggling to choose the right technology for their agents and customers.
Zoom May Be One Of The Latest Companies To Announce Layoffs, But It Once Changed The World Of Digital Communication
February 13 by Wandy Felicita OrtizWhile Zoom may not be the primary way that we all socialize in 2023, it is a primary way that we do business as a tool for democratizing, diversifying and growing the global workforce.
ChatGPT and Customer Service: A Breakdown of New Tech's Impact on CX
January 27 by Brooke LynchChatGPT is having a moment. After its release this past December, users have sung its praises, highlighting its unique functions, creative responses and human-like voice. The technology has also simul...
Top Tech Resolutions: Innovating the Contact Center for 2023
January 18 by Brooke LynchHere at CCW Digital we are dedicated to highlighting the best tools that not only support agents but empower them to deliver memorable experiences that defy expectations. Check out a sneak peak of our...
CCW Masterclass | AI Trends For 2023
December 29 by Brian CantorThe key CX and EX questions you need to ask to ensure 2023 is the year AI makes an impact!
Special Report: Contact Center Technology for 2023
December 22 by Brian CantorWhat can brands do to identify and implement the right technology? What strategies can help them maximize the return on their investments? This Special Report will provide the answers as it empowers y...