Call Center Banner Stats

Performance & Metrics
487 results
of 45
Contributor: Brian Cantor
Posted: 07/06/2017
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Who won the CCW Excellence Awards for best-in-class contact center, top outsourcing provider, top CRM provider, top innovation, CX leader of the year and more? Full Content »
Contributor: CCW Digital
Posted: 06/16/2017
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Insights from the NASA Shared Services Center, which is up for best-in-class contact center at this year's CCW Excellence Awards. Full Content »
Contributor: Ben Motteram
Posted: 02/21/2017
Ben Motteram
If I was structuring a CX program from scratch, what would be the major principles I’d use? Full Content »
Contributor: Brian Cantor
Posted: 10/04/2016
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2017 needs to be a big year for your contact center. Here are 8 things leaders MUST accomplish! Full Content »
Contributor: Brian Cantor
Posted: 09/27/2016
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In support of making contact center metrics great again, we’re proud to reveal six *evolved* scores compatible with today’s aim of omni-channel, effortless, customer-centric experiences. Full Content »
Contributor: Brian Cantor
Posted: 07/10/2016
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From "best-in-class" call center, to best use of voice of the customer, to best training and development program, here are your 2016 CCW Excellence Award winners! Full Content »
Contributor: Brian Cantor
Posted: 06/21/2016
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Looking at nine ways to thrive amid an evolving contact center environment, including balancing efficiency and efficacy, truly driving agent happiness, humanizing digital channels, leveraging the voice of the customer, and determining whether "culture" is about the team or the individual. Full Content »
Contributor: Brian Cantor
Posted: 06/07/2016
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CCIQ's annual survey reveals the Top 5 contact center performance priorities. Some of them may surprise you! Full Content »
Contributor: Brian Cantor
Posted: 04/20/2016
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Do I expect perfection in a customer service environment? Of course not! Do I expect the business and its agents to wholeheartedly strive for customer satisfaction? You better believe it! When communicating their pursuit of customer satisfaction, here are some things customer-centric agents never forget or ignore. Full Content »
Posted: 02/11/2016

Outstanding service pays off—for your customers, for your company. But it must be consistent across all channels. As  recent Aberdeen Group benchmark study points out, Best-in-Class companies enhancing online and contact center experiences—in unison—are seeing compelling results:


>75% first contact resolution rates Full Content »
Posted: 02/11/2016

Understanding the customer experience is a critical part of any business in today's cost sensitive world. Every customer relationship and contact impacts your business  and ensuring a positive experience drives their loyalty and spend . However, the customer experience model is Full Content »
487 results
of 45