agents
Giving Meaning To High-Tech Terms: What AI And Digital Mean For The Future Of The Contact Center
September 20 by Wandy Felicita OrtizCCW Digital’s August Market Study highlights customer contact’s top challenges and goals in the age of high-tech CX.
Translating KPIs into Customer and Business Value
April 19 by Grace FreundThis report will explore practical strategies and best practices for tracking financial metrics, building a business case for investment, and aligning your contact center's performance with C-suite ex...
Three Years Later: How The COVID Pandemic Changed The Way We Approach—And View—Customer Service
March 15 by Wandy Felicita OrtizWhile many organizations and companies worked to build new systems and technologies that supported customer care agents and improved customer service amid high communication volumes, they also had to...
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.
Show Me the Money: Investment Challenges to Address in 2023
February 16 by Christine DuceyDespite millions of dollars spent toward eliminating customer stress, contact centers are still struggling to choose the right technology for their agents and customers.
How-to Guide: How to Leverage Workforce Optimization in Today’s Contact Center
September 23 by CCW Digital82% of consumers are now more comfortable using self-service and digital channels as a result of the pandemic. With customers turning to self-service for simple issues, they
RingCentral: 5 Ways to Change a Toxic Call Center Environment
August 20 by CCW Digital EditorLearn why some call centers can feel downright destructive, and how your business can replace that toxicity with positivity — and success.
Special Report: Investing In Your Agents For A Better CX
June 16 by CCW DigitalEmployee engagement is critical to meeting and exceeding organizational goals in customer experience. The contact center has traditionally failed at doing so, and the past eighteen months have exa...
Special Report: The Hidden Challenges of the Remote Contact Center
April 05 by CCW DigitalAs remote work continues to prove to be a staple in remote customer experience, the amount of time employees spend in meetings has increased by roughly 13%. In addition, the average workday has been 4...
Special Report: Managing the Hybrid Contact Center Workforce
February 22 by Amanda CaparelliOrganizations and leadership teams are continuing to build out their strategies for an eventual return to on-premises work. Of course, it is essential that customer service agents are well-equipped an...
Special Report: AI For Agents
January 07 by Amanda CaparelliConsumer expectations have heightened, concerns and preferences have changed dramatically, and the need to interact in largely remote environments has led to major shifts in priorities for just about...
Special Report: How AI Will Impact Employee Hiring, Engagement, & Retention
January 06 by CCW DigitalIf employees cannot quickly communicate valuable information while building meaningful rapport with customers in a given target market, high satisfaction and loyalty scores will be unobtainable. Great...