Performance & Metrics
Results matter in the customer contact center. Learn which metrics to use, which training strategies to deploy, and which incentives to offer.
5 Scientific Reasons Visual Storytelling Will Grow Your Business
September 18 by CCW DigitalHow companies can expand their marketing efforts through visual storytelling
How to Create the Best Customer Experience through Analytics
September 17 by CCW DigitalLearn how to leverage analytics to create a better customer experience
Why Agent Motivation Should Be Your Biggest Performance Goal
September 16 by CCW DigitalLearn how agent motivation and micro-coaching can increase efficiency in your company
How-to Guide: How to Choose a WFM Provider
September 05 by Kindra CooperEvery contact center leader’s job is to balance the omnipresent tension between achieving expected service levels and managing operational costs.
Podcast: How to Become a Digital Marketplace Like Amazon Using Omnichannel Strategy
August 26 by Kindra CooperInterview with Brent Burgess, digital technology executive at IAG
Brick-And-Mortar Retailers Must Overcome Customer Pain Points to Survive
July 15 by Kindra CooperE-commerce lets customers avoid long checkout lines and poor inventory control
2019 CCW Excellence Awards Gala Reveals Who Runs The World's Best Contact Centers
July 01 by Brian CantorSee which individuals and companies are responsible for the world's best customer experiences.
CCW Online 2019: Contact Center Success In the Automation Age | May 21-22nd
May 22 by CCW DigitalUnravel the ultimate roadmap to lasting,unparalleled contact center success...
Build, Grow and Scale an Excellent Contact Center Experience
April 30 by CCW DigitalThe contact center is a key driver of customer experience. But, if they are calling about an issue, then the stakes are high. Creating an outstanding customer experience begins with engaged employee...
DTR: Disrupting The Chat Experience
April 22 by Brian CantorCCW Digital's new Disruptive Technology Review reveals how to achieve this more valuable, more customer-centric approach to chat.
TD Bank Designed an Omnichannel Strategy from Scratch: Here's How
April 11 by Kindra CooperTransforming a fragmented customer experience into an integrated one
Dun & Bradstreet on Reducing Agent Effort for a Better Customer Experience
January 23 by Kindra CooperEasing workflows to make agents more effective and engaged