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.
2022 August Market Study: Modernizing Service Experiences With AI & Digital
August 12 by Brian CantorWhat strategies are working? What factors are thwarting success? What forecasts do leaders have for AI and digital technology over the next 5-10 years? The product of exclusive research, this market s...
Special Report: AI Mistakes, Challenges & Opportunities
July 28 by Brooke LynchAI has become a buzzword — and for good reason, when talking about innovation and improvement in the contact center, leaders often jump to AI. With sophisticated AI technology, brands can optimize per...
Cutting Costs in the Contact Center: Don't Ask What You Can Do For Tech, Ask What Tech Can Do For You
July 18 by Christine DuceyWhen deciding between going high-tech and keeping things old school, many companies choose the latter. However, investing in the right technology can actually make customers happier and business bette...
Special Report: Delivering Human-Centered Interactions with AI
June 06 by Brooke LynchTo deliver humanized experiences, companies must implement technology that can support agents as they handle complex customer interactions. By streamlining their workflow, agents will be equipped to d...
Product Review: PingPlotter Addresses Remote Agent Connection Woes, Yielding A Higher-Quality CX
May 31 by Brian CantorNo challenge ranks higher than interaction quality. Noting vast discrepancies in at-home work environments, a staggering two-thirds of leaders cited poor connections as a major challenge in CCW Digita...
It’s Time To Consider ESG / SDG As Part Of Your Business Approach
March 18 by Ray WeissA few reasons you should take a deeper look within your organization and how you operate.
Special Report: Automating Contact Center Operations
February 28 by Brooke LynchThe customer experience has taken precedence over everything else in 2022; brands are working overtime to deliver faster, better, more exceptional experiences. At a time when customers are willing to...
Contact Center Executives Weigh in on Their Tech Goals for 2022
February 18 by Brooke LynchWhen asked about their ability to address trends like the rise of remote work, self-service and omnichannel support, more than half of companies stated they felt somewhat prepared. But, we know there...
Special Report: Why Real-Time Transcription Technology is Your Secret Weapon for Customer Satisfaction
February 09 by Brooke LynchCustomer satisfaction is critical in today’s experience focused environment. When asked about the most essential metric for measuring the overall value of the contact center moving forward, CCW Digita...
2022 January: Market Study: State of Contact Center Technology
January 27 by Brian CantorDriven by exclusive research, this market study reveals state of the technology landscape – and the ways contact centers can use innovative tools and strategies to take their customer and agent experi...
Are McDonald’s AI-Powered Drive-Thrus The Future?
January 10 by Ray WeissHow will companies adapt as AI becomes more prevalent, and is this good for the customer?
How-To Guide: How To Enhance Customer Satisfaction Through IVR
December 30 by Brian CantorMany companies are struggling to optimize their phone channel, instead subjecting customers to the long wait times, impersonal support, and frustrating voice menus that have long undermined customer s...