The contact center is under siege, and many organizations are greatly unprepared.
Still reliant upon antiquated, insufficient authentication techniques, these organizations leave their contact centers – particularly the voice channel – vulnerable. Worse, these ineffective endeavors actually hurt the customer experience. They make interactions slower and more frustrating.
It is time to fix this problem. It is time to pair authentication and fraud prevention in a way that creates more security and more agent and customer satisfaction. This report explores the customer-centric way to strengthen security. Topics include:
How will they pursue this return to humanity? CCW Digital's Market Study on the Future of the Contact Center in 2019 has the answers. Citing in-depth market research, expert analysis and a myriad of real-life case studies, it addresses the following:
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 the report Customer Contact Predictions for 2019.
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.
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.
Who is going to be taking 1:1 business meetings this March at the CCW Exchange? Find out now!