Performance & Metrics
Results matter in the customer contact center. Learn which metrics to use, which training strategies to deploy, and which incentives to offer.
Cippy Seidler of Banner Health discusses self-service innovations in healthcare
January 14 by Kindra CooperSelf-service portals can improve the patient experience
AI-powered knowledge intelligence: the next-gen of knowledge management
December 12 by Kindra CooperOptimize your knowledge base for CX and agent engagement
5 Factors Impacting Customer Contact Strategy
September 24 by Brian CantorInsofar as organizations universally embrace customer satisfaction as their ultimate contact center goal, the objective-oriented approach may seem quite straightforward: determine the combination of p...
Risk Management In The Contact Center: 5 Crucial Concerns
September 18 by Brian CantorLeaders within the contact center focus on adopting best practices and optimizing results. Leaders at the executive level must consider the ramifications of that performance. Specifically, they...
Q&A: Valvoline On Maintaining Customer Centricity Amid Growth
September 10 by Brian CantorThis is a two-part podcast featuring Nino Pozgaj of Monet Software and Shawn Castle of Valvoline. We begin with Pozgaj, who reveals how to make technology an asset -- rather than a roadblock -- in im...
Top 3 Contact Center Productivity Gaps You Must Address Right Now
July 30 by Brian CantorA version of the following appeared in CCW Digital's Special Report on Workforce Management. Businesses know they must empower agents to deliver accurate resolutions in a quick and friendly manner....
Podcast: Chasing The Right Goals In The Contact Center
June 04 by Kristin GuthrieIt's not about the low-hanging fruit. It's about finding the right fruit.
8 Innovative Contact Center Metrics You Need To Start Measuring
April 30 by Brian CantorMake no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue.Intermediary metrics, however, play an immensely important role in...
5 Key Findings From The Contact Center Performance & Metrics Study
April 16 by CCW DigitalCCW Digital recently released its Market Study on Performance & Metrics.Signposted by the name, the report provides an in-depth look at how organizations are planning to -- and should be planning...
5 Things Contact Centers Think They're Doing Right
April 09 by Brian CantorCustomer management discussion generally focuses on what contact centers need to do better. What are the challenges they need to address? What are the changes they need to make? What are t...
2018 CCW Market Study: Performance & Metrics
March 26 by CCW DigitalAll organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personaliz...
Alibaba's Lazada Group On Making The Most Of NPS
March 05 by CCW Digital EditorOne of the quintessential "customer-oriented metrics," Net Promoter Score has become immensely popular within the customer contact community.Dominic Hoffmann, the Chief Customer Experience Officer for...