Performance & Metrics
Results matter in the customer contact center. Learn which metrics to use, which training strategies to deploy, and which incentives to offer.
Can Neuromarketing Help You Know Customers’ Interest Before They Do?
June 19 by CCW DigitalIt's hard to know what consumers want, when they themselves oftentimes don’t. Through neuromarketing, it’s now possible for marketers to figure out what customers want before they do.
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...
4 Psychological Drivers For Influencing The Customer Experience
May 18 by CCW DigitalHave you ever been told something you were doing well and something you were doing poorly by a customer or manager? Did you focus on the positive or the negative?
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.
What Is Experiential Marketing And Why Does It Matter Now More Than Ever?
May 05 by CCW DigitalExperiential marketing in it’s short-lived, yet most traditional sense, could not be further from an option at this point in time. Just like marketing has gone “digital” in the past decade, so is cust...
How To Manage Customer Service Complaints In The Digital Era
April 29 by CCW DigitalNearly 84% of consumers are open to sharing positive experiences on social networks, according to CCW Digital research. That number is growing during the pandemic’s positive correlation on digital tra...
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...
Market Study: New Standards For Customer Contact Performance
April 28 by Brian CantorWe need to reassess what "good" entails, rethink how to improve agent productivity, revise how we measure the contact center, reconsider the technology we select, and restructure operations to account...
A Psychological Approach To Management And Leadership After A Socioeconomic Crisis
April 27 by CCW DigitalThis article will serve as your complete guide to managing and leading employees, not only during the COVID-19 pandemic, but after a socioeconomic crisis.
Special Report: Navigating to the New Normal: 3 Stages for Adapting Your Workforce to the Crisis
April 24 by CCW DigitalAs industries across the globe struggle with socioeconomic misfortune and unprecedented management challenges, millions of businesses are struggling to supervise, engage, and retain employees. Cent...
Special Report: Remote Agents - Managing a WFH Contact Center
April 13 by CCW DigitalAlthough ill-advised, it was once very easy to ignore a business contingency plan during periods of fortune and economic prosperity. However, throughout the behavioral shifts behooved by the COVID-19...
Will The Coronavirus Improve The Future Of Customer Service?
April 07 by CCW DigitalLocal bakeries, hospitality leaders, contact center solution providers, and events and media services, customer-centricity is being challenged like never before.