It’s estimated that COVID-19 has sped up digital transformation by over 5 years. While consumer technology generates more revenue for the contact center, the question becomes, how do we keep our employees and our customers satisfied through the transition?
Featuring insights form CCW Digital, Uber, Microsoft, and Vonage, this report will cover the top challenges customer service agents face today, the rise of self-service, productivity areas to address, how to reduce employee burnout, and the role of digital engagement (for both internal employees and external customers).
Customer Contact Week is heading back to Las Vegas! Our upcoming CCW will be the most exclusive event of the year, with limited capacity and a thorough health & safety plan to provide the best live event experience you can have right now.
View the brochure and check out what we have planned for CCW in June. Interested in learning more about the CCW Las Vegas event in December? We're developing the program now so check back or email us now for more info!
Get a scorecard for determining whether your data is "actionable," find out the key mistakes that undermine CX operations, and learn 5 insights to transform your CX.
To give you a streamlined look at CCW Digital's Market Studies, we've boiled down our past 5 studies to 5 major tips and takeaways for the future of your contact center. Learn how organizations are practicing empathy in their interactions, handling fluctuations in call and email volumes, dealing with changes in customer sentiment and intent, and shifting their focus to digital channels and self service options.
Over the past year, CCW Digital released over 50 special reports, detailing a range of different topics. Now, we're sharing our most valuable insights in our review, CCW Digital Special Report Series: Top 5 Lessons From the Last Year. Learn why customer intent, retail CX, automation for agents, mobile CX, and building better call experiences continue to be pressing industry topics.
Need approval to attend CCW Las Vegas this June? Use our "Convince Your Boss" Letter, detailing specific event formats and sessions, to provide your approving manager with reasoning on how CCW will positively impact your business.
Because happy agents yield more successful calls and turnover less, engagement is just as much about driving revenue as it is about enhancing culture. To learn how successful companies have handled and continue to manage agent engagement, we talked to leading executives about how they’re practicing new methods of communication, flexibility and recognition in their contact centers.
The pandemic may be subsiding, but the customer contact landscape will continue to change. Business and support volume will demonstrate additional volatility. Leaders will receive new corporate directives. Agents will require new tools and guidance. Customers will demonstrate new behaviors and preferences.
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.
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.
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.
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.
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.
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.
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.
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.