THE CCW EXPERIENCE.

FROM THE COMFORT OF HOME.

Digital channels have become as beneficial for agents as they are for customers, whether by empowering users to self-serve, allowing agents to handle multiple customers at once, or gathering necessary intelligence before phone calls. They enable contact centers to deliver consistent quality amid ...

The pandemic introduced many businesses to work-from-home, and the most employee-centric companies are thinking critically about the optimal role of remote work. Many studies have found that remote work makes people more engaged, satisfied and less likely to quit.

What does it take to deliver a customer-centric experience amid the coronavirus pandemic? The same qualities it took to deliver a customer-centric experience prior to the outbreak. Make no mistake: the current climate will require tactical changes. Brands may have to focus on different product ...

Chances are if you’re reading this, your business is advertently or inadvertently centered around the art of customer experience. Chances are, you intend for your business to remain customer-centric, while working from home. No question, work-from-home policies have existed long before the mas ...

Learn strategies on how to sustain effective work-from-home framework, expand digital services, rethink business continuity plans, and support new methods of agent training.

The only constant is change. As a contact center VP, you know this has never been more true. You lead your teams through what feels like a supercharged wave pool of dynamic business demands, technology challenges, and evolving customer expectations. And, success depends on your ability to adap ...

The only constant is change. As a contact center manager or director, you know this has never been more true. You lead your teams through what feels like a supercharged wave pool of dynamic business demands, technology challenges, and evolving customer expectations. And, success depends on you ...

Companies of all sizes are redefining how they engage with their employees and customers in this new era. Customer contact executives, in particular, are managing significant changes in contact volume and pivoting in real-time from operating brick-and-mortar facilities, to leading agents in a ...

Without a doubt, COVID-19 has drastically affected workforce management, digital transformation, consumer behavior, and financial forecasting. For most, the disease has put capital growth in organizations of all sizes, as well as their customers, on standby. But if you’re looking for a positive a ...

We were already adapting to a new normal - one in which digital engagement, automation, cloud technology and new expectations changed the way we thought about customer contact. Then came COVID-19, which added immense urgency to these initiatives. Robust work-from-home and AI strategies became ...

Though unwise, it was very easy to ignore calls to develop a business continuity plan during periods of fortune. Thanks to the COVID-19 pandemic, companies are seeing the consequences of their inactivity. They are unprepared for the changing realities of the workplace, and unable to swiftly satis ...

Technology should be easy. That premise holds true when we look at smartphone applications and all they’re capable of doing: photo editing, banking, stock transactions, weather forecasts in 30-minute increments, plus browsing and purchasing anything from anywhere across the globe. Often, however, ...

As they adjust to unfortunate economic circumstances, remote work, and digital transformation, brands are scrambling to keep their customer experience intact. For many, this has been a significant challenge. The Q1 climate took a toll on many businesses, demonstrated by market fluctuation and eco ...

Three months ago it was very easy to ignore a business continuity plan (BCP), since many of us took for granted our business’ profitability, steady markets, engaging office cultures, and to put it bluntly, success. Thanks to that complacency, many are quickly forgetting what success tastes like.< ...

In the post COVID-19 world, the virtual contact center will become a long-term norm for most businesses. This report will provide 5 actionable takeaways to help you tackle the logistical challenges of migrating to a virtual workforce and equipping your agents with the tools to perform in a remo ...

“How are you?”--three words that up until now have been an opening question or greeting now have a lot more weight when said to colleagues or customers. The answer is likely changing daily, if not throughout the day, depending on the physical and mental health of your teams. Take the time to ask ...

In an era of competing on the customer experience, we can never settle when it comes to the way we empower agents to engage with customers. The 2020 CXNext virtual conference’s theme of “reimagine customer engagement from start to finish” perfectly encapsulated this reality. It spoke to a prof ...