Analytics & Metrics
Special Report: Actionable Analytics
August 01 by Brian CantorDo you simply want to score your customer experience? Do you simply want to learn what you could do better? Or, do you want to empower all members of your organization to actually build a better exp...
2018 CCW Market Study: Performance & Metrics
March 26 by CCW DigitalAll organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personaliz...
5 Customer Analytics Mistakes You Can Overcome Right Now
February 14 by CCW DigitalGiven that we’re in the age of customer centricity, it should come as no surprise that 99% of companies identify customer analytics as “important” to the customer experience.Unfortunately, many make c...
CCW Fall Executive Report
September 01 by Brian CantorWhat are customers demanding? Better interactions – throughout the journey.They expect the business to provide fast, effortless, accurate resolutions on the very first contact, regardless of channel.H...
Speech Analytics: Best Practices & Pitfalls to Avoid
September 07 by CCW DigitalAre you looking to understand the voice of your customer? We know the answer, yes. But how do you do it with the sheer amount of speech data you are collecting? Traditionally, organizations can only a...
Case Study: Driving Sales with Targeted Rewards
April 07 by Customer Contact WeekData is a powerful tool for today’s retailer. The information generated by website visits, customer purchases and store loyalty programs contains rich insights that can be used to drive marketing auto...
Deliver the Best Experience to All Customers, on All Channels, at All Times with Knowledge Management
April 07 by Customer Contact WeekOrganizations are under enormous pressure to retain current customers and attract new ones. Good customer service differentiates your brand in the market. Innovative customer service organizations tha...
Call Center IQ 2015 Event Portfolio
January 27 by Customer Contact WeekAccording to research from Forbes, over 80% of business executives still share a belief in the power of face-to-face meetings. While being mobile and web-based allows for people to engage with each ot...
From Metrics, to Disney, to Dead Call Centers to Rude Customers - CCIQ's Top Articles of 2013
December 18 by Brian CantorWith the customer experience reigning as a top business priority and businesses continuing to transform their customer service operations into omni-channel customer engagement centers, 2013 was...
What it Takes to Drive Satisfaction from Your Contact Center
October 24 by CCW Digital EditorHype does not have a guaranteed impact on reality, and nowhere is that more evident than in customer management. The latest research in conjunction with CFI Group’s Contact Center Satisfacti...
Q&A: Wix Achieves Contact Center Success from Speech Analytics, Coaching
September 09 by Jamie MorinWith a combination of strategic and technological tools available, no contact center can be excused for falling out of touch with its customers. In this Q&A with Call Center IQ reporter Shawn Sieg...
Call Center Week: Witness the Death of Average Handle Time (AHT)
June 19 by Brian CantorThe reality that what resonates on paper does not always resonate in the corporate world is a lesson of immense familiarity to the customer management community. Concepts like social customer care...