Performance & Metrics
Results matter in the customer contact center. Learn which metrics to use, which training strategies to deploy, and which incentives to offer.
Biden-Harris Administration Launches “Time is Money” Customer Service Improvement Initiative
August 21 by Audrey SteevesOn August 12, the Biden-Harris administration announced the rollout of “Time is Money,” an initiative mandating that corporations provide a more streamlined
Special Report: Generating Revenue Through The Contact Center
August 31 by Brooke LynchBy blurring the lines between an innovative virtual experience and a hands-on in-person interaction, customers have set a precedent that requires seamless, reliable, and effective support at every tou...
Special Report: Generating Revenue in the Contact Center
May 06 by Brooke Lynch2020 saw the rise of a new generation of digital-first consumers. While tech-savvy customers have been consistent with their online shopping and mobile ordering, closures of established storefronts an...
How-to Guide: How To Build A Contact Center Continuity Plan
April 30 by CCW DigitalAs industries across the globe struggled with unprecedented management challenges in 2020, the contact center community struggled to supervise, engage, and retain employees through a reactive continui...
April Market Study: New Benchmarks For Customer Contact Performance
April 08 by Brian CantorEmpowering agents to deliver excellent customer experiences was never an easier endeavor. It became exponentially more difficult, however, amid the COVID-19 pandemic.
Special Report: Business Continuity & Risk Planning
November 16 by Amanda CaparelliWithout 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...
Special Report: Generating Revenue in the Contact Center
October 23 by CCW DigitalWhen it comes to marketing, success is measured by leads, clicks, conversions, and sales. When it comes to sales, success is measured by revenue growth. However, when it comes to monetizing and measur...
Programmer Makes Claims Of Systematic Flaw In Uber Eats Pay Structure
August 26 by CCW Digital"This is pretty widespread and pretty egregious. And I don't think Uber has any plans to fix it."
Macy’s Faces Lawsuit Over AI Facial Recognition
August 12 by CCW DigitalIn many brick-and-mortar retailers’ cases, facial recognition technology has largely been used to reduce shoplifting, especially tracking repeat offenders. However, advances in AI and machine learning...
The New Norm: Delivering AI powered Customer Experience Within a Remote Workforce
May 20 by CCW DigitalAs companies around the world are faced with the imminent need to deploy a remote workforce in response to the COVID-19 crisis, new challenges and opportunities arise specifically around delivering op...
The New Digital Customer Engagement Imperative For The New (Ab)normal
May 14 by Anand Subramaniam, Senior Vice President of Global Marketing at eGainAnand Subramaniam, SVP Global Marketing, eGain Corporation shares his expertise on the new era of digital engagement.
Special Report: Field Service Management
April 29 by CCW DigitalFeaturing executive interviews with insights and analysis from industry leaders, in this report you’ll learn...