Performance & Metrics
Results matter in the customer contact center. Learn which metrics to use, which training strategies to deploy, and which incentives to offer.
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...
The Future Of The Customer Service Workforce: A Case Study With CommunityWFM
September 30 by CCW Digital“We saw it coming… we knew that virtual agent environments where a large majority of employees would be working from home was in the future. We saw that back in 2005..."
A Case Study With EPOS: Reimagining Employee Productivity
September 14 by CCW Digital“It is common knowledge that there is a global productivity deficit… and it doesn’t appear to be ending any time soon.” - EPOS Vice President of Product Development, Enterprise Solutions, Theis Moerk
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."
Has The Pandemic Made Subscriptions The New Common Currency? Ask Walmart Or Amazon
August 18 by CCW DigitalNow, seven in ten organizations are no longer looking at one-time sales or repeat purchases but rather an ongoing relationship that needs to be continually nurtured. After all, acquiring a new custome...
What This Indian Airline’s Bot Tells Us About The Future Of Customer Service
August 17 by CCW DigitalSpiceJet responds to coronavirus by ramping up self-service with new chat support features.
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...
Why Empathy And Personalization Will Be Your Greatest KPIs
July 17 by CCW DigitalCCW Digital research confirms that brands that embrace personalization along with empathy (aiming to humanize the customer experience), outperform competitors, arguably more than ever before. But pers...
How Commerce Is Shifting Towards "Uber Style" Service
July 07 by CCW DigitalSix months ago, on-demand, “Uber style” service (i.e. instantaneous home delivery, or subscription based B2C service models) were far from common across many industries. Services like ride sharing, me...
Customer Experience Pandemonium Calls For Rapid Innovation
July 02 by CCW DigitalCrises and deadlocks, they force us to think. Curbside pickup, empathetic marketing tones, e-commerce booms, and expedited customer experience technology continue to change the way consumers and brand...
The Pandemic Is No Excuse For Neglecting The Customer Experience
June 29 by CCW DigitalThere is no denying the struggling customer service landscape in modern commerce. However, with challenging economic times comes great opportunity for customer-centric brands to differentiate themselv...