Performance & Metrics

On August 12, the Biden-Harris administration announced the rollout of “Time is Money,” an initiative mandating that corporations provide a more streamlined

Looking back on two of our standout October webinars, which are still available to watch on-demand.

The Contact center is the gateway to the customer; it holds a wealth of insight, including answers to crucial questions that can ultimately drive growth and enhance efficiency...

This report will explore practical strategies and best practices for tracking financial metrics, building a business case for investment, and aligning your contact center's performance with C-suite ex...

Over the past two years, organizations have clearly prioritized the customer experience. When everything else was subject to change, the least they could do...

What initiatives, consequently, should contact centers be prioritizing in 2023? What actions will allow them to turn their visions into realities? CCW Digital’s research-driven Market Study on the Fut...

With a recession looming, many customers will curtail their spending and willingness to try new brands. They will also expect the brands they do support to...

In 2022, maximizing productivity is a non-negotiable. Over the past two years companies have recognized the value of optimized contact center operations...

Conversations about a revenue generating contact center used to be entirely centered around efficiency. Contact center executives focused their efforts on reducing average handle times, managing call...

Reviewing a few effective ways to obtain valuable information from your customers.

A few ideas to help those team members operating from home.

Why, then, does the customer contact industry so often trumpet one-size-fits-all solutions? Why does the solution marketplace consistently offer generic answers to specific problems?