Whitepapers
High-tech, Human Touch: Why Human Contact Center Agents are AI's Perfect Partners
September 02 by CCW Digital Editor
The future of customer experience isn’t about humans versus AI—it’s about harnessing the best of both. This eBook explores how forward-thinking contact centers
2025 August Market Study: Modernizing Service Experiences With AI & Digital
August 29 by Brian Cantor
Customer service teams are not simply talking about the digital and AI revolutions. They are taking meaningful action. They are increasingly embracing digital-f
Elevating Empathy: Achieving Human Connections in an AI-Powered World
August 28 by Brian Cantor
Learn how AI can empower agents to deliver empathetic, human-centric customer care.
Unpacking agentic AI: Rewriting the rules of CX with AI agents
July 23 by CCW Digital Editor
In this report, Talkdesk unpacks agentic AI and shares key benefits for the CX function. With every new technology, it is critical to understand how the tool wi
June Market Study - CX in 2030 - Future of the Omnichannel Contact Center
June 09 by Brian Cantor
In 2023, 57% of consumers felt their experiences with businesses were getting worse. In 2024, 55% expressed that sobering sentiment. Unfortunately, that slight
Navigating Regulatory and Economic Risk in U.S. Contact Center Operations
May 30 by CCW Digital Editor
Adapt to 2025 U.S. policy shifts with strategies for contact center resilience and growth.
State of AI Agents for Customers and Employees
May 30 by Brooke Lynch
Explore how AI agents are reshaping customer service and employee roles in 2025.
Generative AI agents: Key questions to ask every solution provider
May 22 by ASAPP .
Every vendor who sells a generative AI agent for contact centers makes the same big claims about what you can achieve with their product – smarter automation..
Guide: Should you buy an AI agent or build your own?
May 19 by ASAPP .
The customer service leader’s guide to choosing which path is right for your business
CCW Digital Magazine: Agentic + Generative AI
April 30 by CCW Digital
CCW Digital Magazine: Agentic + Generative AI, Issue 1 April 2025
CX by the Numbers: 3 Key Trends in 2025
April 30 by Brooke Lynch
In this report we’ll look at two key trends -- personalization and omnichannel experiences.
Unlocking The AI-Powered Human Workforce
April 30 by CCW Digital Editor
How AI is reshaping agents, operations, and the future of work in contact centers.
