agent engagement
Career Pathing for Underrepresented Employees in CX
April 07 by Grace GilbertCareer pathing is an essential component of job satisfaction. It's even more important for underrepresented employees. Learn all about career pathing, in and out of the industry, and how you can insta...
By The Numbers: What Equal Pay Day Looks Like In The Customer Contact Industry
March 15 by Wandy Felicita OrtizPay disparity in customer service is a social and economic issue that needs to be at the forefront of everyone's minds—not just women's.
A Day In The CX Life: CCW Digital’s New Series Takes A Look At The Leaders Shaping The Future Of Customer Contact
February 17 by Wandy Felicita OrtizWe’re asking employees just like you to share how they spend an average workday–from wake-up routines to dinner menus–and the decision making that goes into their projects.
Connecting Your Story to Your Customer's Story: Lessons from Brittany Hodak
February 09 by Taylor SalmonsHodak’s CCW session “Creating Superfans: How to Turn Customers Into Lifelong Advocates” hinged on three central tenets: your customer’s story, your brand's story, and the connection between the two. T...
#7 LESSONS FROM AN EX-CALL CENTER AGENT: INSIDER TIPS ON EMPLOYEE ENGAGEMENT | Grace Gilbert, Taylor Salmons | Thirsty Thursday
November 10 by Grace GilbertWorried about employee retention and engagement? Listen for some insider tips on employee engagement.
Solving the Empathy Problem: Why Women Leaders Have the Upper Hand
November 02 by Taylor SalmonsCustomers and employees alike have higher expectations for empathy in the post-COVID world. With recent brain imaging studies showing that women access empathetic responses more than men, it's high ti...
911, Please Hold: The Dispatch Center Crisis
August 05 by Christine DuceyWhen there is an emergency, most believe they will receive the best and quickest support by calling 911. Unfortunately, worker shortages are making this impossible.
Uncovering the Top Drivers of Agent Frustration in 2022
April 14 by Brooke LynchAs they face a highly competitive and challenging labor market, companies have been forced to reassess their employee experience and establish policies that promote meaningful work. CCW Digital’s late...
From Customer-Centric to Employee-Centric: A Glance at CX Priorities for 2022
November 29 by Brooke LynchThe latest CCW Digital Market Study, ‘Future of the Contact Center: A Forecast’ unpacks the most recent findings highlighting top-of-mind considerations for organizations going into 2022. As compared...
Defining The Contact Center Agent Of The Future
July 08 by Brooke LynchTo prepare agents to operate in the continually evolving contact center space, we must identify the most successful characteristics and traits of the contact center agent of the future. CCW Digital’s...
How LinkedIn's Top Companies of 2021 Empower Their Employees
May 04 by Brooke LynchLinkedIn’s latest list of Top Companies offers guidance for individuals or organizations looking to enhance workplace success and development in 2021. To learn what these top companies are doing to re...
How To Improve Wellness In The Workplace
March 24 by Brooke LynchMental health and wellness have come to the forefront as feelings of isolation increased and social interactions dwindled. Employers made it a priority to include initiatives that address the well-bei...