Kindra Cooper

Freelance journalist and copywriter

Whitepapers

I wrote technical whitepapers on contact center management, workforce optimization, CX automation and more for B2B SaaS clients such as Salesforce, Twilio and TalkDesk.

CCW Digital • 5th September 2019

How-To Guide: Choosing a Workforce Management Provider

CCW Digital • 15th October 2019

Special Report: The Digital Customer Experience

CCW Digital • 15th May 2020

Special Report: Opportunities for CX Automation

CCW Digital • 13th December 2019

Special Report: The Retail Customer Experience

It’s hard to think of an industry that isn’t being “disrupted,” but physical retail is under especial pressure to evolve.

CCW Digital • 1st November 2019

Special Report: Workforce Optimization in the Contact Center

CCW Digital • 26th November 2019

How-To Guide: Using AI to Personalize the Customer Experience

CCW Digital • 15th April 2019

Special Report: Customer Experience Journey Mapping

CCW Digital • 1st November 2019

Special Report: Workforce Optimization

Workforce optimization is a business strategy for managing operational costs while delivering expected service levels at the contact center, often using a combination of machine learning and artificial intelligence.