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.
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.
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:
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 email@example.com
Engaged and empowered agents can be the gateway to an exceptional customer experience. They foster legitimate connections with customers.
Take a look at this special report to learn more about remote agents and remote workforce strategies.
“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.
This special report details how to create a learning program that will yield happy agents, happy customers, and ever-improving business results.
What challenges are preventing us from making the most of chatbot investments? How can we ensure our chatbots are truly elevating the customer experience? This special report has the answers. It details a customer-centric blueprint for implementing, measuring and optimizing chatbots through artificial intelligence.
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.