CCW Digital Reports

We mock the term “call center.” We celebrate concepts like “omnichannel revolution” and “digital transformation.” We cannot, however, ignore an important reality: voice is still the leading engagement channel by a considerable margin. The majority of customers continue to call our organizations.

As a consequence, disruption within the voice environment will make the greatest possible impact on the overall customer experience. This Disruptive Technology Review provides a pathway to that disruption.

It begins by exploring the most urgent challenges of the voice channel, before revealing a great misconception about what customers really want when speaking to live agents. It closes by exploring how avatar technology can meaningfully transform the voice experience, creating happy agents, loyal customers, and unparalleled profitability. Topics include:

• Exclusive stats on why customers choose voice for brand engagement
• 3 reasons organizations are struggling with voice engagement
• Biggest mistakes organizations are making with their voice strategies
• The intersection between automation, digital channels and live agent support
• 6 ways avatars will transform the voice experience
• Impact of avatars on customers, agents, executives and technology partners

If you would like to get a copy of this report sent to you directly, contact us at info@customermanagementpractice.com.

Eighty-eight percent of customer contact leaders expect automation to improve agent workflow or elevate agent performance.

What will it take to make that expectation a reality? This report has the answers. It reveals how to reap the rewards of automation’s most significant, most exciting promise: augmenting the contact center - and the agents who work inside.

Topics include:

• The #1 misconception about customer experience automation technology.
• 8 facts that confirm why automation is so valuable to the customer experience.
• 7 reasons automation is a quick way to boost the agent experience.
• 6 biggest AI and automation opportunities.
• 13 game changing automation use cases.
• 7 essential automation best practices

If you would like to get a copy of this report sent to you directly, contact us at info@customermanagementpractice.com.

When customers call for support, can you provide the right experience?

There are two facets to that question. One involves whether you can deliver a fast, hassle-free, personalized interaction. The other concerns your ability to properly identify the customer – and secure the conversation.

CCW Digital’s new special report on Elevating Call Center Authentication provides guidance for achieving both. It debunks myths and illuminates “worst practices” before ultimately revealing the best, most efficient, most customer-centric way to authenticate calls.  

Topics include:

• Why the phone channel is still paramount – and why that’s good and bad news for your contact center
• Two authentication “best practices” that do not work
• An authentication approach that improves accuracy, tightens security and elevates customer satisfaction
• The role of agents when it comes to authentication and fraud prevention
• Toolkit for measuring the ROI of your customer data protection measures

If you would like to get a copy of this report sent to you directly, contact us at info@customermanagementpractice.com.

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 CCW Digital’s new report on Customer Contact Predictions for 2019.

Most businesses recognize the value of customer relationships.  They know they stand to reap considerable rewards by transforming from an organization that supplies products into one that meaningfully connects with customers.

Only a handful of these organizations are actually cultivating great lasting, lucrative bonds with their customers.  Only a handful of these organizations are maximizing the ROI of their investments into “CRM.”

CCW Digital’s Special Report on CRM corrects that reality.  Featuring exclusive research findings and expert insights, it reveals how to create a CRM strategy that empowers brands to actually connect with customers.

Topics include:

• A common “CRM” mistake to avoid
• Top 5 priorities for CRM investments
• 4 factors to consider when building your relationship strategy
• 11-step roadmap for making the most of CRM technology

The contact center landscape is always evolving and transforming. New contact channels are continuously emerging. Customer preferences are constantly changing. Innovative backend systems are routinely arriving.

Amid all that change, one thing remains constant: the importance of agent development.

Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly handling simple transactions, agents will focus more heavily on deep, nuanced, unpredictable interactions with customers. They must develop the requisite skills.

This briefing reveals how to cultivate those skills while also emphasizing business efficiency. You’ll develop agents who are more customer-centric and more productive. Topics include:

• Why the value of training goes behind skill development
• Five mistakes contact centers make when training agents
• Five ways to elevate your training strategy
• Case studies: how Vox Mobile and Birchbox improved agent development

The customer experience is important to businesses in all industries.

It very much is the business for retail industries. Facing a plethora of similar competitors that sell similar products at similar price points, retailers are particularly reliant on the experience to establish their brand identity, attract customers and differentiate from competitors.

While dealing with those high stakes, retailers also have to consider unique marketplace transformations – including the rise of e-commerce and the demand for omnichannel engagement.

Retail thus provides the perfect backdrop for exploring the state of the customer experience. That is exactly what our Special Report on the Retail Customer Experience does! Key topics include:

• The one customer experience “trap” all retailers need to avoid
• The silver bullet that can improve the customer experience – in any industry
• 7 key retail CX objectives
• 10 ways to create an experience that is good for customers, agents and the business
• A customer experience assessment quiz

In this whitepaper, we will be covering everything you need to know about chatbots to help you determine if chatbots are right for you. These key topics of discussion include: 

• Embracing a digital friendly future
• Using data to improve CX through personalization
• Chatbots and Customer Engagement
• Millennial Expectations from Chatbots Experiences
• Top Tips for Chatbot Integration into Existing Customer Contact
• Sourcing Chatbot Solutions
• Key Metrics in A.I. Technology that Matter to the C-Suite

If you would like a copy of this whitepaper to be sent to you directly, contact us. 

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 recognize 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

Businesses almost universally recognize the importance of customer experience personalization. They, in fact, identify personalization as the defining quality of a customer-centric brand.

Businesses are not, however, universally delivering customer experiences. Some struggle to even define personalization -- and determine where it fits into the customer experience journey.

This Special Report eliminates the ambiguity. Citing proprietary research data and expert commentary, it reveals what personalization truly entails, why it matters and how to actually create personalized journeys for customers.

Key topics include:

• The 6-point “Personalization Spectrum.”
• Debunking key "myths" about CX personalization.
• 7 challenges that prevent organizations from personalizing experiences.
• 9 ways to personalize the CX journey.

Competent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further. They are not merely offering support; they are empowering customers to derive the most possible value from every interaction, at every touch point.

There a simple key to delivering this superior experience: understanding customer intent.

Customer intent looks beyond the superficial (what customers are requesting, where they are requesting it) and focuses on customers’ true goals for the interaction. It is a question of why, not what.

This special report reveals how to grow customer satisfaction and loyalty through intent-driven engagement. Topics include:

• 5 questions that reveal customer intent
• 7 ways to use intent to radically improve the customer experience
• How to overcome key challenges
• 7 best practices for getting started with intent-driven engagement
• Examples of intent-driven engagement in travel, telecom, finance and retail

Dear customer contact community: stop sleeping on automation.

That may seem like a confusing recommendation. Virtually no customer experience topic, after all, is commanding more hype (and investment consideration) than automation.

The issue, however, is that many are missing the true value of automation. They are focusing purely on the superficial impact on efficiency and missing out on the more noteworthy benefit of automation: markedly elevating the quality of customer engagement.

This report explores that more substantive, more customer-centric, more meaningful approach to automation. Key topics include:

• Four ways automation can meaningfully elevate customer contact
• How to ensure your automation initiatives are customer-centric, agent-centric and performance-centric
• Five best practices for unlocking the real value of automation
• Eight examples of automation done right

All organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personalized interactions.

They may not, however, know exactly how to achieve those goals. CCW Digital’s Market Study provides a detailed blueprint for success.

Driven by research, case studies and expert analysis, the report tackles all corners of performance management. It identifies gaps in measurement, challenges with systems and “pain points” for agents.

More importantly, it shares numerous pathways for overcoming all such inhibitors. Download your copy today!

Some topics include:

• Which metrics are organizations prioritizing – and ignoring?
• Top strategies for reducing customer effort
• Top 5 agent and customer complaints
• How to create a “performance culture” within the contact center
• Steps for leveraging AI and automation to boost performance
• How “omnichannel” and “customer centricity” are impacting performance goals

New metrics, channels, technologies and ideas are forever changing how we run customer contact centers.They are not, however, changing why we operate contact centers: to meaningfully connect with customers.

In revealing their outlook for 2019, customer management executives confirm a renewed emphasis on the human touch. They will value "personalization." They will emphasize agent "empowerment." They will prioritize technology that can augment, not eliminate, connections with customers.

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:

• What overall vision do leaders have for the future of the contact center?
• What are the top 5 ways organizations will improve their customer experiences?
• In the era of AI, will organizations still invest heavily in live agents?
• How do organizations really feel about the digital transformation?
• Which is more important: reducing effort or increasing personalization?
• What are the most important parts of the agent experience?

If you would like a copy of the report sent directly to you, contact us here.