Performance & Metrics
Results matter in the customer contact center. Learn which metrics to use, which training strategies to deploy, and which incentives to offer.
Webinar Highlights: Optimize Your Workforce In A Digital-First CX Landscape
October 31 by Brian CantorLooking back on two of our standout October webinars, which are still available to watch on-demand.
CCW Digital’s New Market Study Lets Customer Contact Leaders Take The Future Into Their Own Hands
October 16 by Wandy Felicita OrtizIn 'Contact Center of 2030,' we dive into all the topics of tomorrow that are top of mind for customer contact leaders today.
Special Report: Turning Customer Analytics Into Better CX Outcomes with Generative AI
July 31 by Brooke LynchThe Contact center is the gateway to the customer; it holds a wealth of insight, including answers to crucial questions that can ultimately drive growth and enhance efficiency...
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...
April 18 Is Tax Day. Here’s How The IRS Is Overhauling Its Customer Service Right Now
April 18 by Wandy Felicita OrtizThe risk–and potential reward–of filing your taxes is what makes the IRS one of the most highly respected (and feared) agencies of the United States government; it’s also one of the worst when it come...
Special Report: 2023 Contact Center Forecast
December 19 by Brooke LynchOver the past two years, organizations have clearly prioritized the customer experience. When everything else was subject to change, the least they could do...
2022 November Market Study: Future of the Contact Center
November 30 by Brian CantorWhat initiatives, consequently, should contact centers be prioritizing in 2023? What actions will allow them to turn their visions into realities? CCW Digital’s research-driven Market Study on the Fut...
Special Report: Recession Proof Your Business With Customer Contact Excellence
September 30 by Brian CantorWith a recession looming, many customers will curtail their spending and willingness to try new brands. They will also expect the brands they do support to...
Special Report: Maximizing Productivity in the Contact Center
September 29 by Brooke LynchIn 2022, maximizing productivity is a non-negotiable. Over the past two years companies have recognized the value of optimized contact center operations...
Special Report: Generating Revenue in the Contact Center
May 12 by Brooke LynchConversations about a revenue generating contact center used to be entirely centered around efficiency. Contact center executives focused their efforts on reducing average handle times, managing call...
Tips For Gaining Customer Feedback Via Surveys
February 28 by Ray WeissReviewing a few effective ways to obtain valuable information from your customers.
Tips For Supporting Your Remote Workers
February 04 by Ray WeissA few ideas to help those team members operating from home.