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View Event Guide: 2018 CCW Executive Exchange August

At the CCW Executive Exchange, we only invite and accept leaders at the highest level to keep discussions at a think tank level and exclusive. The Exchange provides an intimate environment for you to connect with your peers, effectively identify and find technology needs.See below qualific ...

Premium Content

A Blueprint for Successfully Deploying Remote Agents

Today, 80% of Fortune 500 companies use contingent workforces in some way. Doubters have become believers, and many enterprises are moving to virtual contact centers, which can be staffed by home-based agents or a hybrid of home-based and traditional site-based, brick and mortar agents. What are the keys to deploying...

2018 Call Center Industry Report

Insights from more than 750 customer service leadersBrought to you by LiveOps, take a look at their 2018 Call Center Industry Report. If you would like to learn more about LiveOps, please visit their website for more information.The 2018 Call Center Industry Report aims to qualify the overall maturity of call center operations...

Event Materials

The 100 Customer Contact Executives of the CCW Executive Exchange!

The CCW Executive Exchange is attended by Senior Level Customer Contact Executives from the most customer-obsessed brands. Every iteration is compiled with the most innovative and exciting content with some of the biggest names in customer experience. Our attendees take this time to network, benchmark and discuss best practices. Always...

3 Reasons Executives Must Be Listening

Calling All Executives: Here is a question for you - What does your Contact Center look like in 2025? Does it include employee engagement and workforce transformations? What about Automation? If your blueprint doesn't have these key factors, falling behind the curve is going to be inevitable for your contact...

Top 5 Content Center Trends

These Top 5 Contact Center Trends aren't yesterday's news. They are tomorrow's curiosities and next year's questions that our analyst has uncovered now. Leveraging our CCW Digital community of 140,000+ CX professionals, our principal analyst, Brian Cantor crunched the numbers to show where contact center technology is going and what trends...

CCW Executive Exchange Confirmed Guest List

Here is the Guest List you have been waiting for! There is no other event that offers the exclusivity of the CCW Executive Exchange. We hand-select our attendees to create an intimate networking experience. By the end of your time at the Exchange, feel confident that you will know everyone...

The CCW Executive Exchange April 2018 Post Show Report

Enjoy this copy of the Post Show Report from the CCW Executive Exchange April 2018 where you will have exclusive access to top sessions, full presentations and a glimpse of the kind of experience that happens at the exchanges.For a copy via email, contact: enquiry@iqpc.com

Buying Solutions for Your Contact Center: The Good News, Bad News, and the Bridge to Connect Them

The conventional solution process actually creates problems for contact center executives.  It may generate excitement over particular innovations, but it may not confirm about fitness for specific applications. It may not provide an actionable, valid blueprint for actually making the most of the new technology. Ultimately, it may not inspire...

Digital Reports

CCW Digital Special Report - Workforce Management

Employees are the lifeblood of the customer experience strategy.  They represent the link between the business and its customers, and their actions before, during and after each interaction define the overall quality of the experience.If an organization wants to cultivate loyal customers instead of creating angry ones, it, therefore, needs...

CCW Digital Special Report - Omnichannel

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers. It is not that they don’t want to; businesses almost universally recognize the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking...

CCW Digital Special Report - Outsourcing

Should outsourcing have a role in the era of customer centricity?Given the perception that outsourcing involves sacrificing quality to save money, many would answer a resounding “no.” The customer experience is one business function in which corners cannot be cut.Others would vehemently dispute that premise. They would argue that outsourcing,...

Special Report: 2018 Predictions

Over the past few years, the customer contact community has been bombarded with talk about artificial intelligence, frictionless experiences, agent engagement, data analytics and omnichannel engagement.As 2018 unfolds, will any of those topics fade away? Will any become more prominent and important?And what new trends, ideas and “best practices” will...

CCW Digital Special Report - Customer Journey Mapping

In today's era of the customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You cannot allow silos to create frustrating "pain points" for your customersThis special report on Customer Journeys will help you avoid those pitfalls.Not...

CCW Digital Special Report - Brand Reputation

Not simply empowered to expect great experiences, today’s customers also have legitimate avenues for sharing details about the experiences they receive. They have the power to markedly impact a brand’s reputation. How the digital revolution is impacting reputation managementHow can you ensure that impact is positive? How can you ensure...

CCW Digital Special Report - Customer Intent

Competent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further.  They are not merely offering support; they are empowering customers to derive the most possible value from every interaction, at every touch point.There's a simple key to delivering this superior experience: understanding customer intent.Customer intent...

CCW Digital Special Report - Intelligent Customer Contact Workforce

Your agents may be smart. They may have a thorough grasp of your products, scripts, and policies.But are they “intelligent”? Do they have the insight and capability needed to provide customers with frictionless, personalized experiences when and where they are demanding them?This report explores that more important form of contact center...

CCW Digital Special Report - Self-Service

We all have IVR horror stories. We have all struggled to find what we wanted on FAQ pages.Indeed, self-service has historically been a source of frustration within the customer experience journey. And yet, it represents one of the biggest trends and investment priorities for today’s contact centers. It, in the...

Our Solution Provider Information

Confirmed Attendee List

The CCW Executive Exchange is the only event that facilitates 1:1 consultative business meetings with C-Suite executives from customer obsessed brands and best-in-breed solution providers. Working with a team of analysts, our delegation discusses active projects and areas of interest to ensure mutual and beneficial sit-downs.Download the Confirmed Guest List...

Your not a "Sponsor" You're a Solution Provider

As an overall mission, the CCW team works to sift through this noise.  Analysts regularly evaluate the marketplace to identify solution providers that can drive customer centricity rather than sell products really well.  CCW analyzes legitimate vendors on their capabilities, awareness of real marketplace issues, and ability to establish productive,...

April Presentations

Dan Trudan, SVP Customer Service, Allstate

Download the presentation, Dan Trudan, Senior Vice President of Customer Service from Allstate delivered at the April Exchange.

Crystal Collier, Head of Strategy, Programs & Insights

Download the presentation Crystal Collier, Head of Strategy, Programs & Insights delivered at the April Exchange

Kai Kuo, Senior Vice President, Strategy & Global Transformation, Global Customer Solutions

Download the presentation Kai Kuo, Senior Vice President, Strategy & Global Transformation, Global Customer Service, delivered at the April Exchange

Kevin Scanlon, Chief Customer Office, Senior Director Dell

Download the presentation, Kevin Scanlon, Chief Customer Officer, Senior Director Dell, delivered at the CCW Executive Exchange this April