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

CCW Digital Glossary: Agent Occupancy

The percentage of agent time actually spent handling calls or completing post-call work; it is calculated by dividing workload hours by total staffing hours.

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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
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State of Generative AI

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

29 May, 2024
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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
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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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