Exclusive Content

Special Report: Building an Omni-Channel Contact Centre

Special Report: Building an Omni-Channel Contact Centre

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.

It is not that they don’t want to; businesses almost universally recognise the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking the necessary steps to create an omnichannel contact center.

This special report changes that. Instead of telling you something you already know (omnichannel is key), it focuses the specific strategic, operational and technological steps you must take to truly “go omnichannel.” Topics include:

  • Debunking a key omnichannel myth
  • Research on what customers want and how businesses are struggling
  • 5 steps to building an omnichannel contact center
  • 5 crucial elements of an omnichannel strategy
  • Omnichannel assessment tool
In the spotlight with the Chief Customer Officer - Air Asia and Yum!

In the spotlight with the Chief Customer Officer - Air Asia and Yum!

CX influences brand perceptions and impacts business performance just as strongly as a number of other departments, such as traditional marketing like media advertising and price promotions once did. 

Download this report to see how successful CCOs of Air Asia and Yum! highlight the emergence and importance of what it means to be Chief Customer Officer. 

10 Skills All Great Contact Centre Leaders Need

10 Skills All Great Contact Centre Leaders Need

CCW Digital has identified the 10 skills all great contact centre leaders need.  Highlighted in this article, these qualities help distinguish true contact centre leaders from mere managers.

Through its special “Future Leaders Lab” track, the 2018 Contact Centre Week Australia will help rising leaders cultivate these qualities.  Our faculty of seasoned, accomplished contact centre leaders will impart their unique wisdom and best practices.