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89% of businesses confirmed training as a top strategic focus for the next year. Are your contact center agents prepared to thrive through this evolving landscape?...Full Article »
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Listen to the latest CCW Digital podcast, featuring Antonio Zaccheo of Sunglass Hut....Full Article »
Choice Hotels' Hui Wu-Curtis, a finalist for CX leader of the year, talks about rethinking contact center quality, acting based on the voice of the customer and fostering a customer-centric environment....Full Article »
You've surely heard the term "customer engagement journey." But what exactly does it mean? It's time to find out!...Full Article »
Looking to begin or accelerate the journey toward an omni-channel customer experience? Here are three urgent tasks!...Full Article »
Tags: omni-channel
We know that happy agents produce happy customers. Thanks to PayPal, we also know that expertly coached agents produce loyal customers. [Exclusive]...Full Article »
The Call Center Week Excellence Awards finalists have been revealed. Which organizations and individuals are in the running to be named the world's best?...Full Article »
Infograph: Call Center IQ surveyed senior customer analytics and insight professionals from leading telecoms operators to find out more about their barriers to making customer insight actionable, market views on the most effective methods for gathering customer insights and key areas of focus for the next 12 months....Full Article »
In this exclusive feature, three keynote speakers from the 2015 Future Contact Center Summit reveal strategies for driving culture that drives performance....Full Article »
In a brand new feature, we conducted live polling of the more than 1800 attendees at the 15th Call Center Week. Included in this article are their answers to questions about call center priorities and management strategies....Full Article »
13 results
of 2