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.
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...
Special Report: AI for the Contact Center
December 21 by Brooke LynchAs customers increasingly demand frictionless and personalized experiences across all channels, contact centers are facing an unprecedented wave of challenges. From resource shortages...
Giving, Learning, and a Little Competition
November 30 by Christine DuceyLearning more about relevant, innovative technology while participating in a charity event, all from the comfort of our own home? Count us in!
Special Report: Future of Agent Assist
November 30 by Brooke LynchAs customer preferences and behaviors change, agents consistently adapt. When customers adopted digital, agents became fluent across channels, when customers asked for speed, agents worked hard to del...
Increased Expectations, Lower Execution: The State of Smart Contact Centers
October 19 by Christine DuceyMost contact centers either consider themselves "Smart" or are striving toward that title. In this article, we break down the most important factors to consider when implementing this exciting new tec...
Customers Crave Self-Service, So Why Don't They Trust Your Chatbots?
September 30 by Brian CantorThe demand for self-service is very real, yet satisfaction and trust levels continue to lag. It's time to embrace a Next-Generation approach to self-service that avoids common pitfalls and delivers tr...
2022 September Market Study: Smart Contact Centers
September 30 by Brian CantorIn theory, the emergence of “smart” contact center solutions is the solution to this enduring technology challenge. But which contact center needs are most urgent? Which solutions should you prioritiz...
Special Report: Unlocking the Power of Voice
September 30 by Brooke LynchThe customer experience is evolving. When we discuss innovation in the customer service space, we immediately jump to digital. When we highlight CX trends...
Web3 Could Become the Future Of Customer Experience. The World's First Permanent Web3 Store Can Show Us How
September 08 by Wandy Felicita OrtizThis new dimension of social media is exactly where companies might soon be finding, fielding and receiving customer feedback.
Special Report: Business Continuity During Uncertain Times
August 31 by Brooke Lynchn 2022 businesses are used to uncertainty — two years of continuous transformation and unrelenting challenges have kept organizations resilient. Leaders now remain effectively prepared to optimize and...