CCW Digital Reports

Market Study: Modernizing Service Experiences With AI & Digital

Market Study: Modernizing Service Experiences With AI & Digital

The COVID-19 pandemic threw down the gauntlet for customer contact leaders, urging them to modernize their operations and increase agility. It was a reminder that the customer experience of yesterday is already obsolete - and sure to become even less relevant amid future change.

Granted, it also introduced companies to initiatives that can positively impact customer contact, including work-from-home, business continuity planning, automation, and digital engagement.

The key will be transforming these initiatives from “crisis response” contingencies into permanent fixtures. How will we approach remote work once a return to the office becomes permissible? How will we approach digital channels once interaction volume subsides (yet standards for engagement quality rise)?

CCW Digital’s Market Study on Modernizing Service Experiences with AI & Digital answers these questions - and many more.

Special Report: New Roles for Agents in the Automation Age

Special Report: New Roles for Agents in the Automation Age

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).

Special Report: The Future of a Hybrid Customer Experience

Special Report: The Future of a Hybrid Customer Experience

In this report, CCW Digital analysts detail the top challenges right now for contact centers and guide you in building a unified CX mindset and culture, through a balance of digital and human aspects. View now for 3 ways to shape your CX strategy for 2021 and beyond.

Special Report: AI for Agents

Special Report: AI for Agents

In order to continually meet changing consumer and societal demands, most organizations have implemented advanced technologies like AI. This report will cover why AI is crucial to building a more productive, engaged, and customer-centric team of agents, how agent intervention should occur along the customer journey, and the top 3 ways to leverage AI within the customer support function.

Special Report: Actionable Analytics in a New Era of CX

Special Report: Actionable Analytics in a New Era of CX

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.

April Market Study: New Benchmarks For Customer Contact Performance

April Market Study: New Benchmarks For Customer Contact Performance

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.

Topics include:

  • Benchmarks for interaction volume and CSAT in channels like phone, social, chat, email, and messaging
  • Biggest wins and losses from the rise of digital engagement and self-service
  • Most urgent AI use cases
  • Contact center initiatives that will give you a competitive advantage
  • Tips for handling the post-pandemic “surge” in consumer spending
Special Report: Serving Customers During Times of Crisis

Special Report: Serving Customers During Times of Crisis

This report is your guide to navigate this difficult climate by successfully engaging customers, delivering customer experience, and continuing to engage them in the future whether in economic turmoil or not. Topics in this report includes:

  • 5 crucial focus points to invest in to become a customer centric organization during a crisis
  • Why organizations need to establish agility as a fundamental quality
  • The importance of empathy to drive a more mature workforce now and for the future
  • What is a super channel and is it better than omnichannel?
  • Insight into peak operational readiness and business continuity planning
  • How to maintain engagement and nurture culture when agents go remote
Special Report: Field Service Management

Special Report: Field Service Management

For most organizations, especially during times of pandemonium and economic misfortune, efficiently managing a team of front-line employees (or field force) is one of the most operationally complex tasks. Featuring executive interviews with insights and analysis from industry leaders, in this report you’ll learn:

  • A 3-step-approach to increasing productivity through Field Service Management
  • How to manage your front-line employees to increase productivity and revenue
  • Real-time scheduling and operational efficiency
  • How to deliver a managerial metric mentality
Market Study: New Standards For Customer Contact Performance

Market Study: New Standards For Customer Contact Performance

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 essential rather than admirable. CX objectives also changed, with companies, agents and customers reconsidering what they wanted to get out of interactions.

Market Study: State of Contact Center Technology

Market Study: State of Contact Center Technology

Is your contact center technology helping or hurting in your quest?

Contact center technology is not delivering on its promise and may in fact be creating additional effort and frustration for agents and customers. Our new Market Study uncovers this research. More importantly, it reveals how to rethink the technology landscape to achieve unprecedented customer contact value.

Topics include:

  • What are the biggest contact center objectives, and what role is technology playing?
  • What are the biggest mistakes when it comes to contact center technology?
  • Are internal power struggles hurting contact center technology?
  • Is automation living up to the hype?
  • Is journey mapping transforming CX?
  • What are the most important factors when investing in new tools?
Market Research: Contact Center 2025 - A Roadmap

Market Research: Contact Center 2025 - A Roadmap

We in the customer contact space know this lesson better than anyone. The majority of us play catch-up when it comes to adding contact channels, gathering customer insights, implementing new technology and empowering agents, leaving a select few to reap the rewards of customer centricity.

Let this Market Study on the Contact Center of 2025 be your instrument for the future. Yes, it explores the lingering challenges and stereotypes we need to urgently address. It does not, however, dwell exclusively on the past. It also looks ahead, considering how automation, omnichannel engagement, customer data, emerging technology and cross-industry benchmarking will forever change the contact center landscape.

A Case Study With Arise Virtual Solutions: The Pioneer Of Work-From-Home

A Case Study With Arise Virtual Solutions: The Pioneer Of Work-From-Home

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 have seen the consequences of their inactivity. It is time to rethink the approach, not only to support work-from-home in the near-term but to ensure your CX remains strong in the face of future risk.

A Case Study With Genesys: The Leader In Contact Center Solutions

A Case Study With Genesys: The Leader In Contact Center Solutions

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, “easy” is not the way we would describe the systems and applications we depend on for work -- especially in a call center.

A CCW Digital Case Study: Can Your CX Work Through The Coronavirus?

A CCW Digital Case Study: Can Your CX Work Through The Coronavirus?

As they continue to adjust to unfortunate circumstances, brands are scrambling to keep their customer experience intact. For many, this has been a significant challenge. The Q1 & Q2 climates took a toll on many businesses, demonstrated by market fluctuation and economic circumstances customer experience and financial analysts haven’t seen since the crisis of 07-08. To mitigate these challenging economic times and achieve some semblance of business continuity, contact center solutions have never been more important.

A Case Study With Tango Card: The Leader In Digital Employee Engagement

A Case Study With Tango Card: The Leader In Digital Employee Engagement

A while 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.