March 29 - 31, 2020 | Miami, Florida

2019 Special Reports

CCW Digital Special Report: 6 Ways the Agent Experience Impacts the Customer Experience

CCW Digital Special Report: 6 Ways the Agent Experience Impacts the Customer Experience

“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. 

 

CCW Digital Special Report: 2019 Contact Center Predictions

CCW Digital Special Report: 2019 Contact Center Predictions

How will customer contact strategy change  in 2019? Will we offer an enthusiastic “hello” to any particular technologies or best practices? Will we say “goodbye” to any hollow, overhyped fads?

Will AI continue to dominate the conversation?  Will we prioritize “easy” or “highly personal” customer experiences? Will the “call center” accept a new role within the business?

To answer these questions, we consulted some of the world's leading customer contact experts. Encompassing executives from iconic brands, award-winning practitioners, best-selling authors and inquisitive analysts, our panel of thought leaders provided predictions, hopes and recommendations for 2019.

Their answers appear in CCW Digital’s new report on Customer Contact Predictions for 2019.