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Our independent research focuses on the four core operational areas that matter most to contact center leaders.

Employee Experience

Workforce management, agent retention, coaching, and building teams that last.

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CX strategy, omnichannel performance, self-service, and delivering reliable support across every touchpoint.

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KPIs, Metrics & Org Structure

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Events

Customer Contact Week

Where the industry’s best and brightest converge to bridge today’s realities with tomorrow’s opportunities.

Jan 2027

The world’s largest customer contact event and the annual gathering where customer contact leaders drive business endeavors to…

Jun 2027

Three days of powerful insights, real-world strategies, and meaningful connections between industry decision makers.

Oct 2027

Events Overview

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Executive Exchange

CCW Executive Exchange November

Bringing together senior leaders navigating operational transformation in real time — aligning strategy, redesigning workflows, and building organizations…

Nov 2026

CCW Executive Leadership Exchange Orlando

A one-day, invite-only experience at CCW Orlando, bringing senior customer leaders together to benchmark priorities, exchange ideas, and…

Jan 2027

CCW Executive Exchange Emerging Tech

A more focused approach to industry connection, the CCW Executive Exchange creates space for senior-level conversations, shared perspectives,…

Feb 2027

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CCWomen

Built for those building customer contact excellence.

From stories to strategies, check out our spotlights on leadership in action.

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News & Insights

CCW Digital

The World’s Largest Platform for Customer Contact Content.

Top News & Insights

5 Reasons Why Healthcare Consumer Experience Initiatives are Impacted by AI

Learn how to diagnose where your current efforts are falling short and apply practical, cross-functional solutions to move from stalled pilots to enterprise-scale impact.

Customers Hate Performative Values: Thoughts on Everlane & Shein

Sustainability and transparency are still important to the modern consumer. But dishonesty around these values isn’t something customers can afford to tolerate.

The Resurgence of In-Person Shopping

E-commerce isn’t going anywhere, but brands need to make in-person retail experiences not only transactional, but experiential.

Turbulence Ahead: The Airline CX Crisis

Between rising fuel prices, post-pandemic travel demand, and aggressive cost-cutting, the flying experience has gotten away from the customer.

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Technology & Partnership Decisions

Customer Management Media Kit

Using Cloud Computing Technology in Call Centers

Personality Mapping in the Call Center: The Next Evolution in Technology for Customer Experience Management

Answering the Call for Corporate Social Responsibility

B2B Social CRM for Software Vendors and the Lifecycle of Customer Experience

Data-Driven Social CRM

First Ever Live Stream of Call Center Week from Caesars Palace in Las Vegas, NV

What Arizona Reminds Us About Contact Center Outsourcing

Next Generation Call Center Technology For the Next Generation of Purchasers

The Mouse Cages the Customer With Entrapping Call Center Technology

When IVR Turns Into the Blind Canyon With No Way Out

Six Gates Your Call Center Outsourcer Must Pass Through to Improve the Customer Experience

Upcoming Events

Mon 2

Exchanges

CCW Executive Exchange November

November 2-4

Bringing together senior leaders navigating operational transformation in real time — aligning strategy, redesigning workflows, and building organizations ready for what comes next.

Tue 1

CCWomen

CCWomen December Meetup

December 1-31

Wed 9

Webinars

From Omnichannel to Optichannel: Live Benchmarking of What Actually Reduces Effort & Cost

December 9 at 1:00 – 3:00 pm

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