Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly handling simple transactions, agents will focus more heavily on deep, nuanced, unpredictable interactions with customers. They must develop the requisite skills.
This briefing reveals how to cultivate those skills while also emphasizing business efficiency. You’ll develop agents who are more customer-centric and more productive.
- Why the value of training goes behind skill development
- Five mistakes contact centers make when training agents
- Five ways to elevate your training strategy
- Case studies: how Vox Mobile and Birchbox improved agent development
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You care about the customer experience. But is the experience you’re creating the one your customers actually want? CCW Digital’s Executive Report on the Customer Experience will answer that question. For the first time ever, we surveyed everyday consumers about what they demand when it comes to the customer experience. We then look at how businesses are approaching the customer experience. Do they know what customers want? And even if they do, are they able to actually deliver it?
Questions answered in this report include:
- How many bad experiences will make a customer switch to a competitor?
- Will customers really pay more for a good experience?
- What are customers’ Top 5 demands when interacting with a business?
- What factors prevent businesses from meeting those demands?
- What are the most common customer complaints?
- How well do businesses respond to customer feedback?
- How do customers really feel about calling for customer service?
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The answer to all such questions is a resounding “not good.” A multilingual engagement strategy will help you remedy that problem. This special report investigates that endeavor. More importantly, it reveals how to successfully launch a multilingual strategy.
- Why multilingual engagement matters in today’s market
- How does the rise of omnichannel impact multilingual strategy?
- 5 goals of a multilingual strategy
- A quiz to determine the best multilingual approach for your business
- 6 solutions for multilingual engagement – and how to optimize them
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Engagement is the ultimate “moment of truth” when it comes to the customer experience. It is how organizations achieve loyalty from customers and separation from competitors.
Citing exclusive research and thought leader commentary, the report investigates several dimensions of engagement strategy:
- 5 facts about today's customers
- Top 5 customer demands when interacting with a business
- 3 keys to successful proactive engagement
- New standards for agent performance
- Adapt to the customer’s issue and personality
- Engagement as a data source
- CCW Digital’s 5-Step Customer Engagement Toolkit
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Employees are the lifeblood of the customer experience strategy. They represent the link between the business and its customers, and their actions before, during and after each interaction define the overall quality of the experience. If an organization wants to cultivate loyal customers instead of creating angry ones, it therefore needs to empower the workforce to perform.
Featuring CCW Digital research, expert analysis and perspectives from world-class executives, this report will help you foster that productive, customer-centric workforce.
- 7 trends affecting workforce management
- The top 3 priorities for contact center performance
- The top 3 challenges inhibiting contact center performance
- 12 ways to elevate workforce management
- How to improve contact center training
- How culture impacts workforce management
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Loyalty, it should be noted, is not synonymous with “retention.” It is not about repeat business but about making customers enthusiastic about maintaining – and expanding – a relationship with your brand.
How do you create that loyalty? Citing research, expert analysis and guidance from accomplished CX executive, this CCW Digital Special Report provides the answers. You’ll learn the following:
- How to transition from a satisfaction mindset to a loyalty one
- The 2 types of customer loyalty programs
- 3 ways to build a loyalty culture in your contact center
- 6 tactics for increasing customer loyalty
- 6 ways to use data to drive loyalty
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This special report investigates the crucial customer experience tenet that is employee engagement.
What to expect:
- How employee engagement can attract the best contact center talent
- 4 ways to create the “happy agents” that yield “happy customers”
- Use employee engagement to improve contact center productivity
- Why employee engagement is the key to understanding customers
- How to reduce agent attrition in your customer experience team
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The “personal connection” is now the paramount differentiator, and agents are the ones in position to actually create those connections. With self-service increasingly handling transactional matters, agents are also shifting their focus to more nuanced, unpredictable interactions.
How can we prepare agents for this future in which they have to more meaningfully connect with customers during more challenging conversations?
This report has the answers:
- Why the rise of technology is really the rise of the employee
- 8 requirements for a great contact center agent
- 4 ways to prepare contact center agents for the future
- 5 tips for increasing agent satisfaction
- 4 reasons to reconsider outsourcing
What is all this talk about Chatbots?
Here is something to think about:
- Midsize businesses (250-1000 employees) are saying they’re buying technology
- 60% say they increased their CX tech budgets this year (this figure is 51% across all businesses)
Included in that figure:
- 53% see Live Chat as a priority and are planning to initiate investment opportunities
- and 20% plan to increase their current investments.
Additionally, they’re beginning to embrace bots. 40% plan to make bots an investment priority in the next 2 years and 13% call them an “urgent” priority right now.
In this report, we're exploring more than just the technological advancements that are once again redefining how we monitor and measure customer experience. We explore what companies are most looking forward to and what technologies they have already committed as priorities.
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The importance of knowing what customers want is easy to understand. The task of actually acquiring that knowledge – given that different customers want different things at different times – is not always easy to achieve.
This report works to simplify and strengthen that endeavor. It shares numerous conventional and creative methods for not only acquiring the “voice of the customer” but using it to strengthen the overall operation. It is, in essence, a blueprint for customer centricity.
- 4 key reasons to focus on the voice of the customer
- 6 ways to gain customer intelligence
- 6 strategies for using VoC data to improve the CX
- A self-assessment tool for measuring your VoC strategy
Your Patient Experience Journey Starts here with this Special Report.
Leaders in some industries may not, however, appreciate the true stakes of the customer experience. They may not understand why the process of subscribing to a magazine or buying a toaster needs to be free of any undue effort, let alone intimately personal and completely unforgettable.
That problem does not – or, at least, should not – affect organizations that deliver patient experiences. Medical issues carry inherent emotional stakes, and the experience associated with the medical journey carries undeniable significance.
While medical providers may not always have to think about competitive pressure or repeat business in the way a retail store does, they still face tremendous pressure (and incentive) to consider every individual nuance of the experiences they provide.
This special report explores some of those nuances. It reveals the challenges and strategies that must be top-of-mind for providers, before sharing perspectives from two highly accomplished patient experience leaders.
The customer experience is important to businesses in all industries.
It very much is the business for retail industries. Facing a plethora of similar competitors that sell similar products at similar price points, retailers are particularly reliant on the experience to establish their brand identity, attract customers and differentiate from competitors.
While dealing with those high stakes, retailers also have to consider unique marketplace transformations – including the rise of e-commerce and the demand for omnichannel engagement.
Retail thus provides the perfect backdrop for exploring the state of the customer experience. That is exactly what our Special Report on the Retail Customer Experience does!
Key topics include:
- The one customer experience “trap” all retailers need to avoid
- The silver bullet that can improve the customer experience – in any industry
- 7 key retail CX objectives
- 10 ways to create an experience that is good for customers, agents and the business
- A customer experience assessment quiz
TTEC is a leading global provider of customer experience, engagement and growth solutions. They help some of the world’s top brands acquire, serve and retain their customers through: customer care, tech support, acquisition and sales, analytics, technology, and CX consulting. They partner with business leaders in marketing, sales and customer care to design and deliver a simple, more human customer experience across every interaction channel, driving increased revenue, improved profitability and deeper customer loyalty. With more than 48,000 employees and 85 sites around the world, and interacting with 3.5 million customers every day in 23 countries, its no wonder that Ttec found it important to follow up on what Patient Experience looks like globally.
Ttec Reviewed our Key Findings on the PX Special Report and here is what they found.
- 52% of consumers report searching online for health- or care-related information.
- 83% of consumers prefer dealing with human beings over digital channels to solve customer services issues.
- Year-round agents renewed 7% greater than new associates
What are you doing to make sure that your customers and patients are being taken care of properly?
Did you get a chance to review the Special Report for Patient Experience? Email firstname.lastname@example.org and we will send you a copy.