CX
Evaluating generative AI agents for your contact center
December 31 by ASAPP .Learn how to evaluate generative AI agents for your contact center, including key features, benefits, and strategies to enhance customer support and operational
Why Chick-fil-A Employees Deliver Outstanding Customer Service
November 21 by Brooke LynchWhy Chick-fil-A Employees Deliver Outstanding Customer Service. Insights on one of the best customer service companies employee experience.
Pre-Register: How to Achieve True Customer Autonomy
October 31 by Brooke LynchPre-Register for our upcoming How-To Guide: How to Achieve True Customer Autonomy. You'll get first access to the report upon its release.
Pre-Registration: The Final Part Of Our Contact Center Elevation Series (Redefining The Contact Center)
October 31 by CCW Digital EditorPre-Registration: The Final Part Of Our Contact Center Elevation Series (Redefining The Contact Center)
How Predictive Experiences Will Power Next-Generation Support
August 30 by Brooke LynchThis report will cover: new research on the current state of customer experiences, solutions for delivering a seamless experience that truly delivers on the...
Biden-Harris Administration Launches “Time is Money” Customer Service Improvement Initiative
August 21 by Audrey SteevesOn August 12, the Biden-Harris administration announced the rollout of “Time is Money,” an initiative mandating that corporations provide a more streamlined
New Trends In Contact Center Employee Experience
May 31 by Brian CantorEmployee experience discussions are rich with catchphrases: “happy agents = happy customers,” “people are your greatest asset,” “let AI absorb simple issues so agents can focus on complex ones.”...
Designing Chatbots Your Customers Will Actually Use
March 29 by Wandy Felicita OrtizProviding a seamless and effortless experience is a surefire way to ensure that customers develop loyalty towards your brand. Personalized, streamlined CX is about understanding the customer’s needs a...
Customer Contact Metrics That Actually Matter In 2024 & Beyond
March 29 by Brian CantorCustomer Contact Metrics That Actually Matter In 2024 & Beyond
Top Headlines In Customer Contact News This Week | 3/18/2024
March 20 by Wandy Felicita OrtizThe AI revolution is being televised, 'money dysmorphia' enters the economic lexicon, and more.
Top Headlines In Customer Contact News This Week | 3/11/2024
March 13 by Wandy Felicita OrtizAirbnb addresses security concerns, Pinterest pins down AI, and customers share their must-have brands.
Special Report: Master the Complexity of Today’s Customer Experience Conversations
February 29 by Brooke LynchAre your agents thriving in the digital era? Is their workflow enhancing or detracting from their experience? 61% of leaders feel that their agents spend too much time and effort accessing/using neces...