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.
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. firstname.lastname@example.org
The CCW Executive Exchange this past August was an amazing experience!
Download the Post Show Report to see:
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:
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:
To receive a copy of the report via email, email email@example.com
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 firstname.lastname@example.org
This may be the era of customer centricity, but it is also one of disappointing
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.
Who is going to be taking 1:1 business meetings this March at the CCW Exchange? Find out now!