Agent Engagement
Best practices for improving the contact center agent experience. Topics include workforce management, culture, reducing agent effort, call center desktop tools, and more.
The AI-Savvy Agent of the Future: How To Prepare Your Workforce For Digital Success
April 12 by Wandy Felicita OrtizThe agent of the future may not get here today, but organizations can start laying the framework for a tech-savvy, empowered workforce now.
When It Comes To Gen AI Don’t Just Worry About C Suite Buy-In. Prioritize Getting Your Team On Board
April 04 by Wandy Felicita OrtizThe presence of Generative AI in the contact center will prepare the agents of today to be the exemplary employees of the future. Leaders will want to be strategic in their financial moves and choose...
Knowledge Management For Next-Generation Customer Experiences
March 13 by Wandy Felicita OrtizAt a time when organizations are operating at round-the-clock omnichannel capacity, being able to reference information in real-time is critical to maintaining efficiency in the contact center and pro...
Insights from Marriott's Journey to Becoming the World's Favorite Travel Company
March 13 by Brooke LynchIn her presentation at the CCW Executive Exchange in Chicago, Karen Mitchell, Senior Director of Product Management at Marriott, shared insight on the brand's transformation journey to enhance the age...
Seminar Series Past Attendee Snapshot
February 09 by CCW Digital EditorSeminar Series Registration Snapshot Preview of job titles and companies of our past attendees.
New Research: Top 3 Priorities for the Employee Experience Today
February 07 by Brooke LynchCCW Digital’s latest research covers the modern agent experience and offers an inside look at how executives are working to optimize EX initiatives in 2024.
2024 January Market Study: Future of Contact Center Employees
January 30 by Brian CantorThe product of exclusive, in-depth research, it reveals what you need to know to build a team of agents who can make unrivaled customer connections in today’s unprecedented CX landscape.
Advising The Fortune 500 On How To Adopt AI To Enhance CX And EX
January 09 by Kimberlee WestFor Fortune 500 companies, having a “people plan” is just as important as having an AI plan. And the people plan expands beyond the idea of right sizing.
A Day In The CX Life With CCW Digital: Meet Alyssa Del-Valle, Client Relationship Specialist at Macmillan Learning
November 17 by Wandy Felicita OrtizA CX and comms pro shares how her knowledge in publishing, hospitality, and entertainment influences her customer contact workflow.
7 Motivational Messages For Contact Center Leaders Learning About Generative AI
November 03 by Wandy Felicita OrtizWith new technologies come new ways of thinking, new sources of motivation, and new ways to collaborate across teams. Dr Radhika Dirks, CEO & Founder of Ribo AI, knows firsthand.
Turning Failure Into Fuel: USWNT Player Abby Wambach Shares How To Stay Inspired, Build Strong Teams And Find Success During Times Of Adversity
September 22 by Wandy Felicita Ortiz13 things Abby Wambach has learned in her time as a soccer superstar that you too can keep in mind when you’re struggling to meet your customer contact goals.
Customer Experience At A Snapshot: What You Need To Know Right Now
July 19 by Wandy Felicita OrtizWith an opportunity to access information integral to organization decision making processes, this CCW Digital Market Study is what you need to make sure that employee retention and customer centricit...