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Lessonly Report - Rethink the Contact Center, Evaluate Customer Experience

Lessonly Report - Rethink the Contact Center, Evaluate Customer Experience

Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly handling simple transactions, agents will focus more heavily on deep, nuanced, unpredictable interactions with customers. They must develop the requisite skills.
This briefing reveals how to cultivate those skills while also emphasizing business efficiency. You’ll develop agents who are more customer-centric and more productive.
Topics include:

  • Why the value of training goes behind skill development
  • Five mistakes contact centers make when training agents
  • Five ways to elevate your training strategy
  • Case studies: how Vox Mobile and Birchbox improved agent development
Investment Report of December Delegation

Investment Report of December Delegation

Once upon a time, it was the "call center". But as time progressed and the customer journey became the centralized focus of organizational success, the once "call center" has now been developed into the customer contact center. Contact Center Executives today know that the contact center may be the only communication their customers have with their brand and because of that, they need to ensure that every customer touchpoint is being developed and no opportunity is being overlooked. 

The CCW Executive Exchange delegation comes together to network in a peer to peer environment and discuss their challenges as well as meet with world leading solution providers who have been sourced and brought on specifically to adhere to their active tasks. 

Here, you will find the priority investments of the December delegation. Do you offer a cutting-edge solution? Let us know. spex@iqpc.com

CCW Executive Exchange August 2017 Post Show Report

CCW Executive Exchange August 2017 Post Show Report

The CCW Executive Exchange this past August was an amazing experience!

Download the Post Show Report to see:

  • Top Highlights of the Event
  • Top Speaker Quotes
  • On-site Polling Results
  • The most sought after Solution Providers
  • and our Rooftop Cocktail hours!
CCW Digital Fall Executive Report

CCW Digital Fall Executive Report

Driven by exclusive research, analyst commentary and real-life case studies, the CCW Fall Executive Report answers those questions – and more.
Here’s what to expect:

  • An exclusive Heat Map revealing whether organizations are really committed to “trends” like effortlessness, personalization, journey-mapping, mobile, social, analytics and more.
  • A ranking of the top customer experience priorities.
  • How budgets are changing for technology, training and outsourcing.
  • What omnichannel really means for customer management leaders.
  • Details on how CX teams plan to leverage artificial intelligence.
CCW Digital Executive Priorities Report

CCW Digital Executive Priorities Report

In 2018, CCW Digital presented its annual Executive Priorities Report. The customer contact landscape is always changing, and no organization can precisely predict every challenge or opportunity that will emerge. All organizations can, however, set fundamental goals for the coming year – and why those goals will remain important no matter how the landscape changes in the coming year. This report explores those goals. It, more importantly, reveals the steps businesses will take to achieve them.

Citing exclusive research and analyst commentary, the report tackles the following topics:

  • The top customer contact strategies for 2018.
  • How organizations plan to elevate the “agent experience.”
  • Why businesses are really excited about automation.
  • 5 most urgent workforce, customer relationship, and omnichannel investments.
  • The most defining quality of a customer-centric brand

To receive a copy of the report via email, email enquiry@iqpc.com

Our Confirmed Guest List

Our Confirmed Guest List

The 2018 CCW Executive Exchange Confirmed Guest List

This April we are kicking off our amazing Exchange Series with the CCW Executive Exchange. This closed-door event invites only the most senior level customer contact executives to come together to network, benchmark, and learn. 

As the exchange events are capped at 50, there are limited seats that are still available. If you are a senior Customer Contact or Experience Executive and you want the opportunity to meet your peers and learn about the most cutting-edge solutions in the market today, email enquiry@iqpc.com

2018 CCW Digital Market Study

2018 CCW Digital Market Study

This may be the era of customer centricity, but it is also one of disappointing customer experiences.

Despite all the emphasis on customer experience initiatives and technologies, research confirms that customers remain underwhelmed with the experiences they are receiving. They are not consistently getting what they want from organizations – or their employees.

What’s worse: organizations are not being complacent. They are investing in the customer experience. They are trying to improve. Unfortunately, their actions are not working.

Citing in-depth market research, the 2018 Customer Experience Market Study is designed to fix this problem. It reveals what customers really want, how organizations are missing the boat, and what they can do to close the gaps.

100+ Customer Contact Executives Who Comes to the Exchange!

100+ Customer Contact Executives Who Comes to the Exchange!

Who is going to be taking 1:1 business meetings this March at the CCW Exchange? Find out now!