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.
3 Ways Companies Are Leveraging YouTube To Engage Customers
May 12 by Brooke LynchYouTube has become the go-to platform for individuals seeking engaging short-form content, and with users watching over a billion hours of video each day, there’s a clear opportunity to capture and en...
Cookies Are Being Phased Out: What It Means For Customers
April 23 by Brooke LynchWith all major browsers ridding their platforms of cookies by the end of 2022, companies are taking aim at improving transparency and authenticity in an attempt to please a more skeptical consumer.
3 Interesting Ways Companies Are Leveraging AI in 2021
April 22 by Brooke LynchWith companies continually leveraging new models of AI to compete and innovate, here are 3 interesting recent use cases that work to modernize and simplify the customer experience in 2021.
Why Nestlé's New AI Assistant May Be The Future of Self Service
March 08 by Brooke LynchPersonal self-service may be the future of AI and chatbots, and it can be seen in a new technology shaped around storytelling and baking with Nestlés new ‘Cookie Coach’. Here we break down some of the...
3 Ways to Establish Value in Your Self Service Tools
February 23 by Brooke LynchHow can you provide self-service that is both streamlined and comprehensive? While it may be hard to simultaneously do both, here we lay out a few ways to improve your self-service offerings to educat...
Special Report: Customer Service Trends that IT Can't Ignore
February 01 by Brian CantorAs they continue adapting to remote work and omnichannel engagement, contact centers are simultaneously facing rising standards for customer journeys and business impact.
The ROI Of An Employee-Centric Culture
January 07 by CCW DigitalWhy do some teams deliver performances exponentially better than the sum of their counterparts, while other teams add up to be much less? Why do organizations like Zappos or Apple, or teams like the 2...
Special Report: AI For Agents
January 07 by Amanda CaparelliConsumer expectations have heightened, concerns and preferences have changed dramatically, and the need to interact in largely remote environments has led to major shifts in priorities for just about...
Webinar: Automation Playbook: How To Instantly Empower Remote Agents & Personalize Customer Experiences
November 16 by CCW DigitalWith COVID-19 transforming the customer service landscape, it’s more important than ever for contact centers to leverage automation to optimize agent experiences and meet customer needs&hellip...
Special Report: Contact Center Change Management
October 26 by CCW DigitalIt has been a busy year for contact centers, customer experience departments, and marketing teams with businesses doubling down on customer engagement investments, digital transformation, remote work,...
Special Report: Intelligent Routing
October 13 by Brian CantorGoing into 2020, CCW Digital polled customer contact leaders on their top ambitions for the next five years. Popular topics like automation and omnichannel obviously made the list, but no ambition ran...
Special Report: Tackling Changes In Customer Behavior Using Cloud Based Contact Centers
October 06 by CCW DigitalThere is no denying the struggling customer experience and service landscape in modern commerce around the globe, especially as the world continues to evolve into a predominantly digital style of comm...