Every customer experience initiative must pass an important test: it must deliver results.
Indeed, performance is the end-all, be-all when it comes to customer experience strategy.
Aiming to help you navigate and conquer this crucial topic, CCW Digital is pleased to introduce the Executive Report on Performance & Agents. This research-driven report explores how organizations are – and should be – achieving results in this era of customer-centric thinking and omnichannel engagement.
Key Topics Include:
- What are the top objectives for today’s contact centers?
- Which performance metrics are hot? Which are not? Which matter? Which do not?
- Does cost still matter in the era of customer centricity?
- How will organizations improve agent productivity? How will they measure their success?
- How will the rise of artificial intelligence impact the customer experience workforce?
- What are the top customer relationship, omnichannel engagement and workforce investment areas for the next 2 years?