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How CCaaS Providers are Increasing Customer Value with Digital-First Partnerships
November 15th, 2022 | Contact Center, Omnichannel

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the + Read More

The Future Contact Centre – How CCaaS Providers Can Deliver Digital with a Single Partnership
November 15th, 2022 | Contact Center, Omnichannel

As customer service operations continue to digitalize, CCaaS providers are quickly recognizing that a telephone-only offering is restricting customer base and growth. As + Read More

Why are Contact Centres Adopting a Digital-First Strategy?
November 15th, 2022 | Contact Center

The importance of customer service cannot be understated. It is the third highest reason why consumers switch brands, only sitting behind better deals + Read More

Guest blog: The Future of Customer Service: Changes & Challenges in 2022

In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the + Read More

The Telephone is a Dying Communication Channel. And it’s Being Killed by Robocalls.
August 15th, 2019 | Contact Center

My phone rings. It’s a mobile number, and I’m expecting a call.  I pick up the phone. An automated voice responds:  “We are calling + Read More

7 Benefits of Unified Communications for Contact Centers
January 31st, 2019 | Contact Center

Picture this: A screen with four applications open, arranged in windowed tiles so you can still access the other five other applications hidden + Read More

How to Improve Call Center Customer Satisfaction with Live Chat
November 1st, 2018 | Contact Center

If you’ve ever asked somebody to describe their customer support experience with a company’s call center, there’s a good chance they started their + Read More

Contact Center AI – What’s out there?
June 5th, 2018 | Contact Center

AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrick’s groundbreaking + Read More

Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report
December 7th, 2017 | Contact Center

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for + Read More

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10 Contact Center Management Mistakes & Best Practice Tips to Fix Them!
October 30th, 2017 | Contact Center

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center + Read More