According to research by OpSec Security, 86% of global consumers fell victim to identity theft and fraud in 2020 – in part, because of the exponential growth in digital customer experiences and online shopping. Because of this, it’s now crucial for brands to create simple, engaging, andsecure customer experiences at every stage of the customer journey to attract and keep customers loyal. Learn how to do just that (and more), in our latest CCW Digital Research Report. Download the report to gain first-hand insights from Visa’s VP of Client Services and Operations, Microsoft’s COO of Customer Experience, and TTEC VP and GM, including:
Although remote work was largely instated as a critical safety measure during the pandemic, many contact centers will maintain at least some degree of at-home operations moving forward.
With this more permanent hybrid plan comes a unique set of challenges; teams are no longer physically together, making it difficult for employees and supervisors to listen-in on successful colleague communications or assist in navigating complex cases. These in-person interactions not only prompted valuable training opportunities but also worked to identify and remedy glaring quality concerns and real-time mistakes.
If companies cannot accurately monitor and optimize agent performance, they cannot ensure customers are receiving the same level and quality of support in every interaction – a particular problem as customers engage in new ways with new expectations.
Indeed, there is an urgent need to address this unique aspect of the distributed work environment, and this report will reveal how. It will uncover solutions that enhance contact center operations, improve agent experiences, and ultimately ensure compliant, high-quality customer interactions. Topics include:
Organizations and leadership teams are continuing to build out their strategies for an eventual return to on-premises work. Of course, it is essential that customer service agents are well-equipped and set up for success regardless of their physical location. But what will these efforts look like? How can we ensure safety through social distancing and lowered capacities, while continuing to keep agents motivated?
These efforts must begin by prioritizing the employee experience and adapting a flexible environment where agents feel confident in being able to deliver the best possible support whether they are working on-site, remote, or some combination of the two.
This special report will cover:
Now more than ever, companies that leverage data for the consumer’s benefit have a real opportunity to differentiate by targeting not only what is possible or likely, but what is compelling on a deeper level. By driving concrete, predictable consumer behavior through actionable analytics, brands receive answers to what will happen on a larger scale, guiding their decisions and growing their revenue.
Featuring insights and research from from CCW Digital analysts, Calabrio’s Chief Product Officer, and Mastercard’s CMO (Business Insider’s 25 Most Innovative CMO’s in the World), this how-to guide will teach you: