Employee productivity serving as the cornerstone of quality customer experience, and long-lasting customer retention, will never change. The means by which we empower employees to deliver quality customer experience, already is. Efficiency has always been top of mind for contact center leaders, but the equation has become more complex with growing call volume, and a trending remote workforce, both brought to the contact center’s attention back in March of 2020. Fast forward to today, nearly 60% of consumers now care more about the customer experience when deciding which brands to purchase from. C-level executives are realizing that the tools contact centers give their front-line employees have never been more of a competitive advantage in improving productivity, and delivering profitable customer experiences. When done right, the result is improved CLV and CSAT metrics, reduced operating costs, and lower turnover rates for customers and employees.

Featuring insights from Dan Gingiss - bestselling author, former social media and CX leader at Discover, Humana, and Mcdonald’s, Christina Gates - Product Marketing Director, Talkdesk, Melanie Penna, Senior VP People Integration, Comcast Technology, This report will cover:

• The most problematic trends we’re seeing in customer service operations
• The ROI of productive front-line employees and customer service reps
• How artificial intelligence will play a bigger role in customer sentiment and intent
• Qualifications for the right contact center technologies moving forward
  

Without a resilient response plan for the wide variety of threats that your organization is susceptible to, you cannot possibly survive. And after this year especially, companies have truly witnessed the value that a strong business continuity and risk plan can provide.

According to a CCW Digital 2020 Market Study, over 50% of respondents – and their respective organizations – have prioritized the development of a business continuity plan.

Through this mass transition to remote work, which for many was likely an entirely new experience, these efforts have only become more imperative.

From unforeseen external threats and internal limitations, to a remote workforce that requires continuous training and awareness around business continuity planning – these challenges are only more difficult to overcome in a socially distant world. Within such a shifting landscape, these efforts are no longer something your organization can afford to put on the back burner.

This report on Business Continuity & Risk Planning will cover:

• The top threats to business continuity right now
• How shifting customer service and experience needs, expectations, and preferences play a role in shaping your business continuity plan
• The importance of working through silos and leveraging technology while working toward organizational resilience
• The top 4 best practices for creating an effective, sustainable and practical business continuity plan
  

Organizations work hard to win customers, but in today’s competitive, on-demand, digital world, these businesses must work even harder to keep them – prioritizing frictionless, digital customer interactions, combined with data-driven personalization.

The goal is to use digital transformation to increase consumer engagement, customer satisfaction, and ultimately the revenue that contact centers can provide.

Featuring firsthand insights from Adidas’ President of Golf, TaskUs’ VP of Consulting, Sinch’s VP of Business Development/New Technologies, and cutting edge CCW Digital research, this report will cover:

• The primary shift in consumer (and workforce) behavior
• Customer experience trends in digital communication and messaging
• The future of AI and automation
• How to deliver personalization through data-driven insights
• How the contact center can serve as a resource hub for marketing and sales
  

While the support and holistic experience that brands are able to offer their customers has been a hot topic for some time now, it is arguably more crucial to prioritize than ever before. According to CCW Digital’s 2020 Consumer Preferences survey, over 58% of consumers care more about the customer experience when deciding which companies to support and buy from following COVID-19.

As most consumers are still living in a socially distant, primarily digital world when interacting with different brands, companies have had to significantly reshape their approach toward customer support and experience.

And although most organizations have made the clear choice to optimize their digital interactions with customers, it is essential to now take a step back and ensure your brand is continuing to present its customers with the right options and touchpoints at the right moments along their journey. This report will uncover:

• Top challenges that contact centers, customer support and experience teams everywhere will continue to be up against under the current landscape
• How to set your brand up for enduring success and the importance of building out a unified CX mindset and culture
• The importance of working toward a hybrid customer experience, balancing digital with human elements, and shifting from a mindset of “call center” to “customer experience center”
• The top 3 ways to shape your CX strategy and deliver an experience that customers are looking for – both today and tomorrow