White Papers

Special Report: 360-Degree Customer View

Special Report: 360-Degree Customer View

During their interactions with brands, fewer than 21% of customers believe agents truly know about them or their issues. Fewer than 26% believe agents have enough context to solve the problem at the beginning of the interaction.

If you don’t truly know and understand your customers, how can you connect with them?

It is time to change this reality. It is time to develop a 360-degree view of customers.

This report will empower you to develop that more vivid, more actionable view of your customers. With insight into who your customers are and why they are connecting, you will be able to maximize sales opportunities, deliver exemplary service, and cultivate lasting loyalty. 

Topics include:

  • Research on how brands are failing customers and agents
  • 3 crucial parts of a 360-degree view
  • 5 reasons brands don’t know their customers
  • Specific action steps for better understanding customers
  • 7 ways to use a 360-degree view to improve CX and EX


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Special Report: What To Know About CX Automation

Special Report: What To Know About CX Automation

Most customer contact thought leaders love referencing automation. Far fewer provide meaningful guidance on how to maximize the ROI of automation investments.

It is time to get practical. It is time to focus on results. It is time to make automation work for your customers, agents and businesses.

This special report takes on that challenge by looking at the realities of automation in the customer contact space. Why do we really need automation in the contact center? What use cases should you start pursuing? How can you maximize the CX and business impact? Topics include:

  • 5 urgent CX challenges you can solve with automation
  • 4 reasons self-service is failing
  • 6 ways you can use automation right now
  • 5 factors that will make-or-break your automation initiatives


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


Special Report: Outsourcing In The Era Of Customer Centricity

Special Report: Outsourcing In The Era Of Customer Centricity

Customer demands have never been higher. The importance of customer centricity has never been greater.

It is because of – not in spite of – these realities that customer contact outsourcing is pivotal in today’s marketplace. Rather than focusing on the negative stigma, astute contact centers are working with BPOs to improve their analytics, leverage automation, engage customers in new channels, grow their operations and elevate agent experiences.

Granted, not all outsourcing is created equally. Some outsourcing initiatives indeed involve a decrease in customer experience quality. This report will help you avoid these common pitfalls and in turn achieve unparalleled success from outsourcing. 

Topics include:

  • 6 ways outsourcing increases customer centricity
  • 7 steps to making the most of outsourcing partnerships
  • 4 signs of an elite outsourcing provider
  • Impact of omnichannel engagement, automation and analytics technology on outsourcing strategy


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



Special Report: Choosing an AI Partner

Special Report: Choosing an AI Partner

AI solutions are as varied as their use cases and require outcome-focused oversight. Like any technology deployment, an AI solution must solve a specific business problem. You not only need to frame the business problem accurately but also understand the different types of AI technologies that are available and how to choose the optimal solution. Once you’ve implemented it, it’s not a set-it-and-forget-it matter; you have to determine how you’ll measure the success of the technology using the “before AI” and “after AI” metrics that matter most to your organization. On top of that, someone has to manage the AI solution on an ongoing basis. 

With so many pivotal considerations to make, it’s crucial for organizations to do ample research before they buy. In this Special Report on ‘Choosing an AI Partner,’ you’ll learn:

What types of AI solutions are available and their optimal uses cases

  • 5 key business outcomes you can achieve with an AI solution
  • 3 important pre- and post-purchase considerations to align the technology with your organization’s mission
  • Implementation - who should use and manage the AI solution?


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


Special Report:Self-Service

Special Report:Self-Service

Today’s companies know that self-service must add value for the customer instead of being a cost-saving decoy.

As the infrastructure incrementally improves from the annoying IVRs and FAQs of old, surveys find that 50 percent of customers default to self-service to seek fast solutions on their own time, while 70 percent expect to find self-service applications on a company’s website.

Self-service technologies have expanded to include chatbots, video tutorials and knowledge bases, online forums, AI-powered personal shoppers, voice assistants, mobile apps and more - each optimized for specific use cases.

It puts pressure on businesses to provide a seamless omnichannel experience that empowers their customers.

In this Special Report, you’ll discover:

  • State of the industry: how do today's companies use self-service?
  • The 8 types of self-service technologies and their best use cases
  • The 8 business outcomes you can achieve with self-service 
  • How brands like Home Depot, Amazon, Squarespace, 7-Eleven and more use self-service


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


Special Report: RPA Facts, Fiction, Opportunities

Special Report: RPA Facts, Fiction, Opportunities

When it comes to the customer experience, automation technology is not doing all that it can do. More importantly, it is not doing what it should do.

The issue is not a lack of attention. Automation is one the top contact center investment categories; it is on everyone's radar. The problem, instead, stems from the fact that we're having the wrong conversations about automation. We focus on superficial cliches ("automation is for simple tasks, humans are for complex work") rather than truly considering the most valuable automation opportunities.

This report changes the conversation. It begins by discussing common automation myths and mistakes, before detailing RPA use cases that will generate meaningful ROI. Key topics include:

  • 7 automation mistakes most contact centers are making
  • Differences between unattended, attended and cognitive automation
  • 5 tips for using automation to elevate customer and agent experiences
  • Metrics for assessing the "return on automation" of your contact center technology
  • Ways automation is impacting outsourcing strategy

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


Special Report: Customer Sentiment

Special Report: Customer Sentiment

Are your repeat customers truly loyal? What pain points are really hurting your customer experience? Are your agents capable of making connections? Is your brand capable of attracting new customers?

Customer sentiment will help you answer these questions.

Instead of simply focusing on how customers are interacting, sentiment uncovers how they actually feel about the experience. It lets you know what it takes to optimize every moment of truth — and building lasting, lucrative connections with existing and prospective customers. It helps you restore humanity to the customer contact function.

By revealing how to capture and leverage customer sentiment, this Special Report is your ticket to an unprecedented understanding of your CX. 


Topics include:

  • Three key forms of customer sentiment — and why they matter
  • Five steps to capturing customer sentiment
  • The impact of technology on building customer connections
  • Four ways to use sentiment to elevate customer and agent experiences


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



2018 CCW Market Study: Performance & Metrics

2018 CCW Market Study: Performance & Metrics

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


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


2018 CCW Market Study: The Customer Experience

2018 CCW Market Study: The Customer Experience

This may be the era of customer centricity, but it is also one of disappointing customer experiences.

Despite all the emphasis on customer experience initiatives and technologies, research confirms that customers remain underwhelmed with the experiences they are receiving. They are not consistently getting what they want from organizations – or their employees.

What’s worse: organizations are not being complacent. They are investing in the customer experience. They are trying to improve. Unfortunately, their actions are not working.

Citing in-depth market research, the 2018 Customer Experience Market Study is designed to fix this problem. It reveals what customers really want, how organizations are missing the boat, and what they can do to close the gaps.


Topics include:

  • Five things that really matter to today’s customers
  • The biggest customer complaints
  • Proof that a great CX = a successful business
  • How customers really feel about chatbots
  • Top customer service metrics
  • Common mistakes with customer journey mapping
  • Troubling statistics about the “voice of the customer”
  • Big customer data challenges


To get a copy of this market study sent to you directly, contact us here