Twilio
Special Report: 2023 Contact Center Forecast
December 19 by Brooke Lynch
Over the past two years, organizations have clearly prioritized the customer experience. When everything else was subject to change, the least they could do...
How-To Guide: How To Enhance Customer Satisfaction Through IVR
December 30 by Brian Cantor
Many 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: Customer Insights
July 30 by Brooke Lynch
CCW Digital research found that 65% of companies now place more importance on the customer experience than they did prior to the COVID-19 pandemic, and addressing changing customer behaviors and deman...
How-to Guide: How To Build A Contact Center Continuity Plan
April 30 by CCW Digital
As industries across the globe struggled with unprecedented management challenges in 2020, the contact center community struggled to supervise, engage, and retain employees through a reactive continui...
