Performance & Metrics
Results matter in the customer contact center. Learn which metrics to use, which training strategies to deploy, and which incentives to offer.
Does Your Contact Center Support Your Unique Customer & Employee Experience Visions?
December 30 by Brian CantorWhy, 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?
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...
What Tech Pay Cuts Mean For The Future of Remote Work
August 11 by Brooke LynchAs companies begin establishing a flexible hybrid work model, many are beginning to modernize things like pay structures to fit this new environment — posing questions about the significance and futur...
Why Digital CX Platforms Matter Now More Than Ever
June 15 by CCW DigitalThe ability for customer centric brands to deliver competitive and personalized experiences largely depends on their operational efficiency and processes. This is where the concept of a Digital Experi...
Customer Satisfaction Rates Continue To Decline in 2021: Here's Why
May 12 by Brooke LynchAs we close out the first quarter of 2021, most remain hopeful for a return to normalcy and swift recovery after a year of economic uncertainty. However, with all of this optimism and emphasis on posi...
Food Delivery Services Anticipate A Major Decline: Will They Sustain Customers Post-Pandemic?
May 07 by Brooke LynchWith discussion of industries rebounding, what about sectors that experienced a COVID-19 boom? Will this sudden growth diminish once customers return to their normal routines? Here we discuss the pot...
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 LinkedIn's Top Companies of 2021 Empower Their Employees
May 04 by Brooke LynchLinkedIn’s latest list of Top Companies offers guidance for individuals or organizations looking to enhance workplace success and development in 2021. To learn what these top companies are doing to re...
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...
Top Metrics To Benchmark Customer Contact Success in 2021
April 09 by Brooke LynchCCW Digital’s latest Market Study highlights new benchmarks for customer contact performance and outlines leading metrics top companies are focusing on to improve their customer experience in 2021.
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.
The ROI Of An Employee-Centric Culture
January 07 by CCW DigitalWhy do some teams deliver performances exponentially better than the sum of their counterparts, while other teams add up to be much less? Why do organizations like Zappos or Apple, or teams like the 2...