agent
5 Findings on Agent Experience in a Flexible World
May 09 by Grace FreundAgent experience is the top challenge for customer contact leaders in 2022-2023, specifically hiring and retaining agents.
CCW Vegas Current Attendee Snapshot
April 20 by Grace FreundCheck out who attends the world's #1 Customer Contact Event series?
Tips For Increasing Your Cold Calling Engagement
March 10 by Ray WeissA few ideas to help you navigate the notoriously difficult job of cold calling.
Thank you for downloading our Special Report: New Tips for Agent Training & Coaching
October 20 by CCW Digital EditorThank you for downloading our Special Report: New Tips for Agent Training & Coaching
Special Report: New Tips for Agent Training & Coaching
October 15 by CCW DigitalAs customer experience leaders look to create more innovative and productive business practices heading into 2022, few concepts are more important than empowering employees through training and coachi...
Special Report: Improving Employee Engagement in 2021
July 16 by Brooke LynchWith greater autonomy over their workflow and a renewed emphasis on more purposeful and deliberate collaboration, employees have clearly benefited from the flexibility remote work has provided.
Special Report: New Tips For Employee Engagement
June 08 by Brooke Lynch2020 was a landmark year for the modern workforce. Companies were forced to accelerate their virtual transformation timelines, which in turn, exposed some initial performance and learning gaps.
Special Report: Empowering Agents In The Changing CX Landscape
April 28 by Brooke LynchTo adhere to critical safety restrictions and provide peace of mind, more than 80% of contact centers enabled employees to work from home at the height of the pandemic. As few were previously supporti...
Special Report: AI For Compliance & Quality
March 08 by Brooke LynchAlthough remote work was largely instated as a critical safety measure during the pandemic, many contact centers will maintain at least some degree of at-home operations moving forward. With this more...
How-To Guide: How to Engage Remote Customer Service Agents
February 11 by CCW DigitalCustomer service went remote in 2020 when it had to. But is the remote workforce, or even hybrid working environment what the future really looks like?
Special Report: Workforce Optimization For Tomorrow's Contact Center
January 12 by Brian CantorWork-from-home may have risen to prominence as a crisis response measure, but the model will endure long after the pandemic subsides. As it becomes a long-term choice, the performance standard will ri...
Special Report: Connecting Customer Experiences & Employee Experiences
December 14 by CCW DigitalWhile many businesses’ traditional products, services, and operations became less relevant to consumers in the past year, the lessons learned will have the opposite effect on customer experience in th...