2018 CCW Market Study: Performance & Metrics
How to create a "performance culture" within the contact center.
We respect your privacy, by submitting this form you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest. For further information on how we process and monitor your personal data click here.
All organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personalized interactions.
They may not, however, know exactly how to achieve those goals. CCW Digital’s Market Study provides a detailed blueprint for success.
Driven by research, case studies and expert analysis, the report tackles all corners of performance management. It identifies gaps in measurement, challenges with systems and “pain points” for agents.
More importantly, it shares numerous pathways for overcoming all such inhibitors. Download your copy today!
Some topics include:
- Which metrics are organizations prioritizing – and ignoring?
- Top strategies for reducing customer effort
- Top 5 agent and customer complaints
- How to create a “performance culture” within the contact center
- Steps for leveraging AI and automation to boost performance
- How “omnichannel” and “customer centricity” are impacting performance goals
TO READ THE FULL STORY
Please note: That all fields marked with an asterisk (*) are required.