Performance & Metrics
Results matter in the customer contact center. Learn which metrics to use, which training strategies to deploy, and which incentives to offer.
A Case Study With Arise Virtual Solutions: The Pioneer Of Work-From-Home
March 19 by CCW DigitalTo provide customer-centric organizations with viable work-from-home solutions throughout the COVID-19 pandemic, CCW Digital has recently been in contact with Arise Virtual Solution Inc, the pioneer o...
6 Ways To Maximize Productivity During The Work-From-Home Era
March 19 by CCW DigitalCompanies are seeing what happens when a distributed workforce is stress-tested by millions of employees from local mom and pop shops to industry titans. The dilemma then becomes, how can I continue t...
Annette Franz On CX Communications In Times of Uncertainty
March 17 by Annette Franz"Communication is one of the most important things to get right – always, crisis or not."
Leadership And Productivity: A Chat With Microsoft’s Former Contact Center Leader
March 02 by CCW DigitalWith over 20 years of experience at Microsoft, managing thousands of front-line, client-facing employees, Dee holds an abundance of knowledge when it comes to corporate culture, psychology, and contac...
Special Report: Omnichannel Chatbots
February 25 by CCW Digital5 solutions and strategies to implement more intelligent chatbot technologies, and the most common mistakes.
Instilling Social Customer Experience In Your Marketing Strategy
February 21 by CCW DigitalAs you'll see in this article, a brand is enhanced or diminished through the digital reputations and social customer care - bridging the gap between the traditionally mundane stigma of “customer servi...
Special Report: CX Fraud Prevention
February 18 by Brian CantorNot merely a focus for your security and compliance team, fraud strategy plays a critical role in cultivating an empowering, customer-centric contact center function. This special report reveals a mor...
How To Measure Customer Value
February 10 by CCW DigitalAcquiring a new customer is anywhere from five to twenty-five times more expensive than retaining an existing one. Why? To put it simply, you don’t always have to spend costly resources targeting ne...
What You Need to Know About Fraud In The Contact Center
January 16 by CCW DigitalMore than nine in ten consumers in the U.S. are concerned about fraud increasing in their daily activities. And they should be. Here’s why.
Revamping Your 2020 Customer Service Model Through Operational Transparency
January 07 by CCW DigitalAs automation will continue to be a driving factor in 2020 customer service, use technology not only for efficiency, metrics, and operational productivity, but enhance customer experiences through ope...
How To Build A Customer-Centric Culture: A Guide To Improving Employee Engagement
January 02 by CCW DigitalOur research has found that higher levels of engagement predict improved office culture, individual performance, and synergistic communication, having a direct effect on customer satisfaction.
Will We Need the Human Touch In the Age of Automation?
November 27 by CCW DigitalIf you feel as if restaurant employees and customers, airline staff and consumers, or people in general are becoming shorter tempered, it’s because they are.