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.
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?
Connecting The Customer Experience In A Highly Disconnected World
December 30 by Brian CantorUnifying the customer contact operation to create consistent experiences across all touch points, and all agent teams, is indeed possible.
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...
Special Report: New Opportunities For Self-Service
December 29 by Brian CantorHow do we ensure we tap into the full, AI-driven capabilities of modern self-service platforms without imposing bots on customers who simply want to speak to a live agent?
Special Report: Accelerate the Road to Innovation with Low-Code
December 22 by Brooke LynchInnovation is always a priority — as expectations grow and demand shifts, companies must be equipped to react and evolve at a moment's notice. In the past few...
Special Report: The Role of Quality Training Data in AI-Enhanced CX
December 13 by Brooke LynchAt its core, AI is intended to display human-like capabilities. It boasts reasoning, learning, planning and creative functions and creates a framework for technology to solve problems and achieve a sp...
Special Report: Agent Assist for a Changing Contact Center
November 30 by CCW Digital EditorSpecial Report: Agent Assist for a Changing Contact Center
CX Showdown: Uncovering the Most Innovative CX Solution Today
November 16 by Brooke LynchTo uncover the most innovative CX solution today, Talkdesk® is hosting its ‘Digital Showdown: Innovations in CX’ event. On Thursday, November 18, 2021, the semi-annual virtual event is returning to sh...
Special Report: Content Security, Trust & Safety for Digital CX
September 30 by Brooke LynchAt the height of the pandemic, online communication took precedence over in-person interactions. During isolating times, consumers gravitated toward digital and social...
Special Report: AI for Analytics
September 30 by Brooke LynchAs expectations continue to rise with every unique interaction, customers establish a new lens with which to compare all future experiences. To compete in this new environment, companies must work to...
How-to Guide: How to Use AI to Improve The Hiring Process
August 31 by CCW DigitalAs the role of the customer service agents is becoming more critical to the business, and the pool of applicants is at an all-time high, contact centers are struggling to pinpoint the right employees...
The New Technology Helping Amazon Avoid 'Imposter Take Over'
August 16 by Brooke LynchAmazon is now working to stop 'Imposter Take Over' and rogue workers from accessing customer data by monitoring employee keyboard strokes and mouse movements with new technology.