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CCW Market Studies

Learn more about your customers and enhance customer experience. Find customer contact white papers, customer service, customer management and related white papers on CCW Digital.  

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Driven by research, case studies and expert analysis, the CCW Market Study tackles all corners of performance management. It identifies gaps in measurement, challenges with systems and “pain points” for agents. Learn more

CCWW Report

The customer contact landscape is always changing, and no organization can precisely predict every challenge or opportunity that will emerge. Learn more

CCW Fall Report

The days of customers enduring bad experiences are over. Customers are demanding better interactions, effortless and accurate information on the very first contact, and for businesses to understand their specific profiles and personalities. Learn more

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You care about the customer experience. You’re investing in the customer experience. But is the experience you’re creating the one your customers actually want? Our CCW Digital Executive Report on the Customer Experience will answer that question. Learn more


This research-driven report explores how organizations are – and should be – achieving results in this era of customer-centric thinking and omnichannel engagement. Learn more

Quick Look: 5 Key Findings About the Future of the Contact Center

As a preview of our upcoming Executive Report on the Future of the Contact Center, Call Center IQ is pleased to share five findings from the report. Learn more

Call Center IQ Presents: 2014 Call Center Executive Priorities Report

Our 2014 Call Center Executive Priorities report, based on exclusive marketplace research, reveals whether this will be the year in which rhetorical commitments to customer centricity--and countless dollars of investment into the call center--finally translate into a better customer experience, improved satisfaction and more revenue! Learn more

CCIQ Presents: Executive Report on Multi-Channel Customer Management

A clear, yet comprehensive multi-channel strategy is the key to success in today's world of customer management. And reading--and internalizing--this complimentary Executive Report on Multi-Channel Customer Management is your first step on that journey. Learn more