Traditionally, customer service has focused on delivering reactive support to customer needs on the channels of their choice. However, with economic pressures affecting both corporate and customer spending, the current trading environment calls for a service model that can demonstrate its own value by nurturing measurable loyalty and generating revenue. Delivering great service requires a switch from reactive to proactive support, which sees the organisation solve a service need before the customer knows they have one.

Download this report and find out how and what it means to switch from reactive to proactive customer service.

In the era of digital-first interactions, the demand for seamless, accurate, and user-friendly customer service is higher than ever. As organizations strive to optimize their customer support operations, we've compiled insights into the latest advancements across 10 crucial technologies. These innovations not only facilitate proactive service but also drive cost efficiencies, ensuring both customers and employees remain delighted.

Unlock the potential of these game-changing technologies by downloading our exclusive CCW 2024 Techbook Guide. Discover the 10 Must-Have Customer Contact Tools and explore how you can revolutionise customer engagement today!

This resource is tailored for decision-makers and influencers in Customer Service / Care / Support Operations / helpdesk / Call and Contact Centre professionals to stay ahead of the curve and gain a competitive edge.

Customer contact centres in Asia face a unique challenge: excelling in a market rich in cultural diversity. This report dives into how these centres are adapting to meet the ever-changing demands of customers across a complex tapestry of languages, customs, and traditions.

The key to success lies in a strategic tri-factor approach. This approach focuses on:

• Resource Planning: The Cornerstone of Flexibility
• Agile Operations: Adapting to the Dynamics of Customer Demand
• Optimal Staffing: Balancing Efficiency and Customer Satisfaction

By embracing this strategic approach, Asian contact centres can not only meet the high expectations of their customers but also exceed them. Download this report to discover how your organisation can thrive in the dynamic and ever-evolving business landscape.

Catch a glimpse of the accounts and the job titles that will be at the event!

Across industries chatbots are adapting to meet consumer needs, reflecting human behaviors modeled by the most experienced agents to create an effective and seamless journey. Some organizations have jumped into digital head-first, and in trying to quickly meet these CX trends have fallen short of quality self-service experience.

Now company leaders leaders and contact center employees are looking for guidance on how to learn from what they’ve seen in the market, avoid those pitfall, and use those strengths to make their chatbot the most valuable investment of 2024. In this special report, you’ll gain insights and actionable takeaways on:

• The state of chatbots and their place in the customer experience landscape of 2024
• Self-service analytics that will illuminate the path forward for chatbots and generative AI
• How to make sure that your organization’s chatbots facilitate exceptional experiences
  

Despite the proliferation of contact channels available to customers nowadays, call centers have never gone anywhere. In fact, they’re only growing in popularity and expanding into fully-fledged contact centers that are no longer solely manning the phone lines, but now interact with customers through a variety of other touch points too.

Thus in an increasingly complex, connected world, the contact center is set to become the interaction hub of the digital enterprise – responsible for support, interaction, education and data gathering. But in its new role it will need to evolve to deal with more responsibilities and far more complex issues. Download this report as we explore what is a modern day-contact centre today! 

In the era of digital-first interactions, the demand for seamless, accurate, and user-friendly customer service is higher than ever. As organizations strive to optimize their customer support operations, we've compiled insights into the latest advancements across 10 crucial technologies. These innovations not only facilitate proactive service but also drive cost efficiencies, ensuring both customers and employees remain delighted.

Unlock the potential of these game-changing technologies by downloading our exclusive CCW 2024 Techbook Guide. Discover the 10 Must-Have Customer Contact Tools and explore how you can revolutionise customer engagement today!

This resource is tailored for decision-makers and influencers in Customer Service / Care / Support Operations / helpdesk / Call and Contact Centre professionals to stay ahead of the curve and gain a competitive edge.

Struggling to keep up with rising customer expectations and fierce competition? The future of contact centers is here, powered by Intelligent Automation (IA), and it's ready to transform your operations. Download this analytics report to access the key to unlocking this potential. Dive deep into how IA can:

• Boost agent efficiency and productivity: Automate repetitive tasks, free agents for higher-value interactions, and achieve first-call resolution rates like never before.
• Enhance customer experience (CX): Personalize interactions, anticipate needs, and resolve issues faster, leading to happier, more loyal customers.
• Gain a competitive edge: Reduce costs, improve accuracy, and become a leader in the Philippines contact center landscape.

Businesses are doubling down on customer service investments, digital transformation, remote work, and cloud technology at an unprecedented rate. Of course, all of these focus areas in contact center change management revolve around quality communication, and the strategic steps we take to ensure the measurable value it brings to customers. Without a deep understanding of why great customer experiences are great, and why poor experiences are poor, we’re left merely hoping change management in the contact centre pays dividends.

Download this special report to find out more about:
• The Future of Voice Channel
• The Right Cloud Approach
• Where to Start

What does the future of automation look like for the world of customer care? To truly revolutionize how we approach customer contact strategy, we need to look at adopting far more cutting-edge automation solutions. By working on bringing these solutions to the mainstream, we can transform the way customer engagement hubs operate.

Did you know that 96% of customers believe that excellent customer service is what results in trust? With numbers like that, it's no wonder that customer care leaders are looking into the true value of customer engagement hubs. But are your customer contact functions actually generating revenue? Download this report to find out how you can draw out the full potential of your customer engagement hubs

Is your Company as Good as they Think at Customer Experience?

Find out now in our Customer Service Excellence Benchmarking Report. This report includes snippets from exclusive interviews with two CX experts as well as survey results collected from The Customer Show 2023 visitors

Is your Company as Good as they Think at Customer Experience? Find out now in our Customer Service Excellence Benchmarking Report.
This report includes snippets from exclusive interviews with two CX experts as well as survey results collected from The Customer Show 2023 visitors

Did you know that 96% of customers believe that excellent customer service is what results in trust? With numbers like that, it's no wonder that customer care leaders are looking into the true value of customer engagement hubs. But are your customer contact functions actually generating revenue? Download this report to find out how you can draw out the full potential of your customer engagement hubs

Rapidly changing consumer demand has made it necessary for contact centres to update themselves to keep up and continue to provide exemplary service to their customers.

At the same time, with technology's role in customer service and contact centres having grown significantly, agents have had to upgrade their own skills in order to maintain their value to their contact centres and assure customers they are being heard.

Download the interview piece below to find out what the most important skills contact centre agents would need for the future, and how they can go about achieving these skills.

In today’s increasingly virtual world, customers are demanding more than ever before from the companies competing for their hearts, minds, and wallets.

To win in this new digital economy — where trust and connection are currency — it is imperative to build authentic relationships across a variety of channels, digital and analog.

This Twilio white paper outlines the winning strategies companies need to create great digital engagement which is critical to business differentiation, survival and success.

In practice, self-service is a major source of frustration. The traditional IVR has long been the epitome of inefficiency, and satisfaction rates for modern chatbots markedly trail those for most agent-led interactions. What is causing the disconnect? The answer is simple: self-service initiatives have long been rooted in call deflection rather than customer empowerment. This reality can only materialize, however, if the self-service experience is effective. If customers cannot easily navigate the self-service platform, let alone solve their problem, they will still need to escalate to a live agent. Worse, the time they waste in self-service will manifest as frustration, if not outright hostility, when they finally reach someone who can help.

Contact centres have long been the primary point of connection between a brand and its customers - but expectations are changing. Standards for excellent customer service are increasing, and since the pandemic erupted across the globe, enterprises must learn to navigate a new normal.

The remaining agents have to adapt to using new tools and exhibit an updated ethos. Customer journeys have evolved into a virtual-based entity, forcing outdated austere environments filled with ringing telephones to cease to exist. And today - we welcome a new era of the contact centre; customer engagement hubs.

Rebranding from back-office customer support stations to data-driven centres spearheaded by performance analytics and customer insights, this report investigates the evolution of contact centres and contrasts consumer behaviours both pre-and-post-pandemic.

The future is now - so make sure you and your business are not left behind struggling to compete and losing customers in vast swathes. Download The Future of Customer Engagement Hubs in Asia whitepaper to find out how to compete as an elite customer engagement hub of the future!

Customer expectations for Web 3.0 are sky-high.

The emerging metaverse signifies a major shift in how consumers spend time and money. The next wave of disruption spells opportunity for both high-tech and traditional brands, but there’s a catch: consumers expect ultra-intuitive experiences. And they’ll need to feel safe and comfortable before they’ll commit to entering this up-close-and-personal environment. Download to learn more about content moderation in Web 3.0

By blurring the lines between an innovative virtual experience and a hands-on in-person interaction, customers have set a precedent that requires seamless, reliable, and effective support at every touchpoint. With customers no longer differentiating between a digital or traditional service experience, companies now rely on their agents to provide consistent quality of service while acting as an all-in-one resource for customers across their journey.

Although this may place more responsibility on the agent to deliver exceptional experiences on every level, it also creates an opportunity to position agents as revenue-generating brand experts. Once companies can ensure that their agents are prepared to take on a more adaptable support role, they can go beyond the traditional expectations of a service professional and deliver all-encompassing assistance.

This report will cover the new customer experience landscape and dive deeper into rising expectations to outline the attributes of an exceptional experience in 2021. It will also discuss:

• Ways to simplify the agent experience to support streamlined and successful experiences at every touchpoint
• How to leverage customer data to tailor interactions and promote more proactive and efficient service experiences
• Solutions that reposition the contact center as a revenue-generating resource that supports rising customer expectations

Many organizations have traditionally viewed each interaction a customer had with a brand as exactly that, a single inquiry, ticket, or conversation. However, businesses today need to view each interaction with a consumer as an opportunity to improve customer lifetime value (CLV).

Customer experience management today encourages a shift in the way people think about interactions, and how they contribute to the customer experience, as well as the revenue and success of the organization. This report will show you how.

Featuring CCW Digital’s latest research and analysis, as well as first-hand insights from:

• Micah Solomon, Bestselling author, Forbes contributor, “The World’s #1 Customer Service Turn-around Expert” by Inc. Magazine
• Mark Ungerman, Director, Product Marketing NICE CXone
• Dan Gingiss, Bestselling Author, Former CX and Social Media Leader at McDonald’s Discover and Humana
• Jon Picoult, Founder of Watermark Consulting, Author of “From Impressed to Obsessed”
• Shep Hyken, NYT and WSJ bestselling author, Customer Experience and Customer Service Expert
• Raja Rajamanner, CMO, MasterCard, Business Insider’s 25 Most Innovative CMO’s in the World

83% of consumers would rather take their business to companies that offer quality customer service following a bad experience. As such, customer contact / engagement / support / operations teams are increasingly playing an indispensable part in creating customer loyalty. But how prepared are your customer contact / engagement / support / operations teams in tackling these challenges in 2023

What does the future of automation look like for the world of customer care? To truly revolutionize how we approach customer contact strategy, we need to look at adopting far more cutting-edge automation solutions. By working on bringing these solutions to the mainstream, we can transform the way customer engagement hubs operate.