Call Center Management
Customer Service Center Is Dead, Humanity Isn't | CCW Winter Lessons
December 13 by Brian CantorLast week, we held our final online summit of the year: CCW Winter Online. If you did not attend live, you missed out on a great exploration into how the contact center function has evolved this...
5 Reasons To Join The Cloud Contact Center Revolution
June 27 by Customer Contact WeekNearly 60% of contact centers are using cloud technology, and another 17% will start this year.Are you one of them? If factors like efficiency, efficacy, security, flexibility and customer centr...
Psychology and the Contact Center – How Using Behavioral Science Leads to Better Customer Service
June 14 by CCW Digital EditorArticle from Virtual Hold Technology - visit them at http://www.virtualhold.com/ Understanding your customers is highly important when it comes to product development, marketing, and sales....
2016 Executive Report on Performance: Metrics, Agents & Operations
June 03 by Customer Contact WeekThis may be the age of customer centricity, but business centricity is certainly not out of fashion.Operational efficiency – not customer satisfaction or loyalty – actually ranks as the top performanc...
2016 Executive Report on Contact Center Technology
April 27 by Customer Contact WeekFront-line employees may be the face of the business, but it is technology that enables them to present that face to customers. It is technology that helps them successfully engage.It is i...
The Improving State of Contact Centres in Africa
April 25 by Customer Contact WeekDownload this interview with Hilario Fiandeiro, an ICCCA expert Call Centre & Customer Experience Consultant & Trainer, to understand the rapidly evolving potential of the African call centre...
Ready to Get Noticed? Selling the Value of the Contact Center Inside Your Organization
April 20 by CCW DigitalAccording to ICMI, over 62% of contact centers are perceived as a cost center by their organizations. Contact centers are continually asked to do more with less – save money, save time, optimize – and...
Ready to Get Noticed? Selling the Value of the Contact Center Inside Your Organization
April 20 by CCW DigitalAccording to ICMI, over 62% of contact centers are perceived as a cost center by their organizations. Contact centers are continually asked to do more with less – save money, save time, optimize – and...
State of the Market: Contact Centres in Kenya
April 07 by Customer Contact WeekAfrica's contact centre industry is undergoing rapid growth as well as significant change as the region is poised to become a centre of ICT and BPO excellence within a matter of years. Download this r...
Infographic: 5 Signs You’re a Cloud Contact Center Maverick
March 07 by Customer Contact WeekLeading the pack with cloud contact center technology adoption and business best-practices is paying off in a number of big ways, according to recent research from Aberdeen. Higher scores in key metr...
The Benefits of Managed Services for Contact Centers
February 21 by Customer Contact WeekWhen considering options for contact center workforce optimization, managed services should be one of them. It offers financial benefits by lowering Total Cost of Ownership and operational benefits th...
Get Serious About the Future of Enterprise Chat
January 28 by CCW DigitalConsumers are increasingly using chat, to connect with brands and with each other. But, today’s consumers, digital nomads in this omnichannel world, demand intelligent, higher quality experiences from...