Efforts to increase customer security have historically created frustration for customers and agents. Conventional initiatives for reducing customer effort, on the other hand, can leave contact centers vulnerable to fraud. Call it a Catch-22. Call it a vicious circle. But after reading this special report, you'll be able to call it a thing of the past.

Amid growing concerns about data security, our report offers a game plan for proactively preventing fraud AND creating more customer-centric authentication experiences.

Topics include:

• Three reasons contact center security is more urgent than ever
• Five ways you're actually making your contact center MORE vulnerable
• 6 steps for improving security and fraud prevention
• How technology and strategy come together to achieve success

Your customers don't trust you or your fellow brands. New consumer research confirms that they don't believe experiences are majorly improving and do not believe brands take their feedback seriously. Worse, they frequently hear horror stories about data breaches and abuse.

It is time to change this reality. It is time to win back your customers' trust and wallet share.

By helping you make your experience more frictionless, more personalized, more omnichannel and more secure, this special report will help you become a brand customers want to support.

Topics include:

• 4 signs of a trustworthy customer experience
• 6 reasons you're losing your customers' trust
• 6 ways to create a more trustworthy experience
• Tips for increasing personalization, boosting security and reducing effort across all channels

Chances are, digital channels are the first touchpoint a customer has with your brand — especially if they discovered you through a Google search or recommendations site like Yelp. Even if you’re a retailer, your customers may search online before visiting a store. 

For service businesses such as banks and insurance providers, the digital customer experience is a natural extension of the customer relationship; customers want to be able to use digital channels to contact you, update account information and perform transactions. 

The digital customer experience is the sum of digital interactions between a customer and a company, and the customer’s resulting impression of the brand. This includes front-end services and supporting back-office processes typically designed to provide speedier, more convenient customer support than offline channels. 

In this Special Report, we explore what it takes for companies to build a top-notch digital customer experience. You’ll discover the following:

• 6 hallmarks of an omnichannel customer experience 
• 4 common mistakes businesses make in the digital customer experience
• How to optimize various digital channels for their best use cases
• 5 case studies of good digital CX from Amazon, Home Depot, Sephora and more

We in the customer contact space know this lesson better than anyone. The majority of us play catch-up when it comes to adding contact channels, gathering customer insights, implementing new technology and empowering agents, leaving a select few to reap the rewards of customer centricity.

Let this Market Study on the Contact Center of 2025 be your instrument for the future. Yes, it explores the lingering challenges and stereotypes we need to urgently address. It does not, however, dwell exclusively on the past. It also looks ahead, considering how automation, omnichannel engagement, customer data, emerging technology and cross-industry benchmarking will forever change the contact center landscape.

It’s hard to think of an industry that isn’t being “disrupted,” but retail is under especial pressure to evolve or die. Legacy brands from Sears to Payless ShoeSource are closing stores, further corroborating the so-called “retail apocalypse.” At the same time, digitally native businesses like Warby Parker, Bonobos and Amazon are opening physical stores, thereby refuting the popular misconception that customers overwhelming prefer to shop online.  

With all these changes afoot, retailers are scrambling to re-strategize and navigate a channel-agnostic world where brands that successfully blend the in-store and digital purchasing experience come out on top. Just like machine-human interactions have shown that virtual agents augment the performance of live agents instead of stealing their jobs, physical retail and e-commerce don’t have to be antagonistic. 

In this Special Report, you’ll discover the following:

• Innovations in the digital customer experience, from website personalization to mobile apps, featuring case studies from Danone and Home Depot 
• What retail brands like T-Mobile and Pinterest are doing to lure customers into stores and personalize their shopping experience through data and analytics
• The future of experiential retail – blending entertainment and shopping with advanced technology
• Lessons learned from brands like Best Buy and Toys R’ Us that rebounded from the retail apocalypse

Contact center leaders are relentlessly debating the future of omnichannel engagement and what it will mean for the contact center. In this report you’ll learn to hire the right people, design the right experiences, implement the right technology and set the right metrics, ultimately ensuring you can deliver a great experience no matter where, when or why your customers connect. 

Topics include:

• 5 omnichannel trends that are disrupting the contact center
• New skills  your omnichannel “super agents” will require
• The role chat will play in the future of the contact center
• Tips for measuring performance in digital channels
• Insights into the balance between “call deflection” and customer centricity

Every contact center leader’s job is to balance the omnipresent tension between achieving expected service levels and managing operational costs. This delicate balance comes with other considerations like the employee experience and it’s knock-on effect on the customer experience.

Workforce management has never been more important in a day and age where agents expect flexible schedules, self-service, integrated desktops and simple interfaces. 

In this How To Guide, you’ll learn about forecasting labor requirements in the contact center, scheduling staff and managing employee performance.

Discover how to tailor your WFM strategy to the demands of the modern omnichannel contact center, where agents are likely to interact with multiple customers simultaneously across various channels rather than every agent being on the phone.

Finally, learn how you can use AI and machine learning to optimize your workforce management strategy to improve customer satisfaction and agent satisfaction, decrease costs and drive revenue.

If you are interested in receiving a copy of the agenda via email, contact us at info@customermanagementpractice.com

“Happy agents yield happy customers” is an accurate, important mantra for customer contact leaders. It is also a dramatically insufficient one.

Check out this Special Report to learn more about how employee satisfaction brings customer satisfaction. 

Eighty-eight percent of customer contact leaders expect automation to improve agent workflow or elevate agent performance.

What will it take to make that expectation a reality? This report has the answers. It reveals how to reap the rewards of automation’s most significant, most exciting promise: augmenting the contact center - and the agents who work inside.

Customer experience executives are not resting on their laurels.  They are looking to take action.  They are planning to spend money. In this report we have highlighted the top five priorities for CX executives – and the specific solutions that can help meet those needs.  

When customers call for support, can you provide the right experience?

There are two facets to that question. One involves whether you can deliver a fast, hassle-free, personalized interaction. The other concerns your ability to properly identify the customer – and secure the conversation.

CCW Digital’s new special report on Elevating Call Center Authentication provides guidance for achieving both. It debunks myths and illuminates “worst practices” before ultimately revealing the best, most efficient, most customer-centric way to authenticate calls.