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CCWomen Customer Experience Performance & Metrics Agent Engagement Customer Insights & Analytics Social, Mobile & Web Tools & Technologies

CCW Digital Glossary: Skill-Based Routing

A form of routing that takes into account the customer’s specific issue.  The customer is connected to the agent most experience in and capable of addressing the specific problem.

Upcoming Events

CCW BFSI Exchange April 2024

April 24-26, 2024
The Wigwam | Phoenix, AZ

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CCW BFSI Exchange April 2024

Chief Experience Officer Exchange May 2024

May 15-17, 2024
Marriott Grand | St. Louis, MO

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Chief Experience Officer Exchange May 2024

State of Generative AI

May 21-22, 2024 | 12 PM ET
Online

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State of Generative AI

CX Talks: Is generative AI living up to the hype?

29 May, 2024
Online

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CX Talks: Is generative AI living up to the hype?

All Access: Customer Loyalty 2024

June 18 - 19, 2024
Free CX Network Webinar Series

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All Access: Customer Loyalty 2024

All Access: Customer Contact Week Digital ANZ 2024

June 19 - 20, 2024
Free CX Network Webinar Series

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All Access: Customer Contact Week Digital ANZ 2024
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Latest Webinars

CX Talks: Is generative AI living up to the hype?

2024-05-29
02:00 PM - 03:00 PM SGT

Join this discussion on the hype, promise and reality of generative AI for CX in 2024
CX Talks: Is generative AI living up to the hype?

Webinar: Call Branding Essentials: Canada’s Evolving Voice Channel

2023-11-21
02:00 PM - 03:00 PM EST

Webinar: Call Branding Essentials: Canada’s Evolving Voice Channel

The AI mantra for customer service in 2025

2023-11-15
11:00 AM - 12:00 PM GMT

Maximize customer engagement with our interactive fireside chat on using AI to achieve the best-in-c...
The AI mantra for customer service in 2025
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As the world's largest customer service online research hub, CCW Digital provides 159,000+ members with the tools to optimize their customer contact operations. Through market study reports, seminar series, webinars, and a variety of other media, we’re driving this year’s critical conversations on Generative AI like ChatGPT, automation, agent engagement, self-service, personalization and more.

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