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4 Things to Know About Digital CX in a Post-COVID World

4 Things to Know About Digital CX in a Post-COVID World

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 significant uncertainty. Consider these four realities about the post-COVID digital transformation detailed in our latest report.

4 Trends That Will Boost Your Customer Experience After The Pandemic

4 Trends That Will Boost Your Customer Experience After The Pandemic

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.

6 Ways To Maximize Productivity During The Work-From-Home Era

6 Ways To Maximize Productivity During The Work-From-Home Era

Chances are if you’re reading this, your business is advertently or inadvertently centered around the art of customer experience. Chances are, your business has remain customer-centric, even while working from home. No question, work-from-home policies have existed long before the mass hysteria of the COVID-19 pandemic, and all of the behavioral economic shifts that tagged along. However, this is the first time we are witnessing “WFH szn” on a global-enterprise scale. Take a look at these 6 ways to maximize productivity and keep your teams motivated as we continue to navigate this new era.

VP Checklist: Considerations for a Remote Contact Center

VP Checklist: Considerations for a Remote Contact Center

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 adapt to those pressures to deliver world-class experiences for your customers. You can’t press the pause button on your contact centers to redesign processes or improve the tech stack. You have to fix the car while you’re driving it. This report includes checklists, developed by the CCW Digital analyst team, that will guide you toward opportunities for improving the operational and service issues in your contact center.

Manager Checklist: Considerations for a Remote Contact Center

Manager Checklist: Considerations for a Remote Contact Center

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 your ability to adapt to those pressures to deliver world-class experiences for your customers.

You can’t press the pause button on your contact centers to redesign processes or improve the tech stack. You have to fix the car while you’re driving it. This report includes checklists, developed by the CCW Digital analyst team, that will guide you toward opportunities for improving the operational and service issues in your contact center.

Operational Readiness and Remote Workforce Management

Operational Readiness and Remote Workforce Management

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 have pivoted from operating brick-and-mortar facilities to leading agents in a home-based environment. The following checklists reflect operational readiness and remote workforce management priorities of individual members of the Customer Contact Week Advisory Board. 

Dow Jones' Head Of CX Design On WFH Culture

Dow Jones' Head Of CX Design On WFH Culture

Ali Lichtenstein, Head of CX Design at Dow Jones, talks to our analysts about taking the time to check in with agents and to actively listen to their questions and concerns at different points throughout the week. 

Work-From-Home Challenges & Opportunities Your Contact Center Can't Ignore (CXNext)

Work-From-Home Challenges & Opportunities Your Contact Center Can't Ignore (CXNext)

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 professional community that is constantly looking for new ways to add value to its customer journeys and contact center operations.