CCW Digital Special Report

Lessonly Report- Rethink the Contact Center, Evaluate Customer Experience

Lessonly Report- Rethink the Contact Center, Evaluate Customer Experience

Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly handling simple transactions, agents will focus more heavily on deep, nuanced, unpredictable interactions with customers. They must develop the requisite skills.
This briefing reveals how to cultivate those skills while also emphasizing business efficiency. You’ll develop agents who are more customer-centric and more productive.
Topics include:

  • Why the value of training goes behind skill development
  • Five mistakes contact centers make when training agents
  • Five ways to elevate your training strategy
  • Case studies: how Vox Mobile and Birchbox improved agent development

For reports produced by CCW Digital email, enquiry@iqpc.com

CCW Digital Special Report- Workforce Management

CCW Digital Special Report- Workforce Management

Employees are the lifeblood of the customer experience strategy. They represent the link between the business and its customers, and their actions before, during and after each interaction define the overall quality of the experience. If an organization wants to cultivate loyal customers instead of creating angry ones, it therefore needs to empower the workforce to perform.

Featuring CCW Digital research, expert analysis and perspectives from world-class executives, this report will help you foster that productive, customer-centric workforce. Topics include:

  • 7 trends affecting workforce management
  • The top 3 priorities for contact center performance
  • The top 3 challenges inhibiting contact center performance
  • 12 ways to elevate workforce management
  • How to improve contact center training
  • How culture impacts workforce management
CCW Digital Special Report - Multilingual Experience

CCW Digital Special Report - Multilingual Experience

The answer to all such questions is a resounding “not good.” A multilingual engagement strategy will help you remedy that problem. This special report investigates that endeavor. More importantly, it reveals how to successfully launch a multilingual strategy.
Topics include:

  • Why multilingual engagement matters in today’s market
  • How does the rise of omnichannel impact multilingual strategy?
  • 5 goals of a multilingual strategy
  • A quiz to determine the best multilingual approach for your business
  • 6 solutions for multilingual engagement – and how to optimize them
CCW Digital Special Report - Future of CX Employees

CCW Digital Special Report - Future of CX Employees

How can we prepare agents for this future in which they have to more meaningfully connect with customers during more challenging conversations?
This report has the answers:
Why the rise of technology is really the rise of the employee

  • 8 requirements for a great contact center agent
  • 4 ways to prepare contact center agents for the future
  • 5 tips for increasing agent satisfaction
  • 4 reasons to reconsider outsourcing

For addition reports produced by CCW Digital, email enquiry@iqpc.com

CCW Digital Special Report: 2018 Predictions

CCW Digital Special Report: 2018 Predictions

Over the past few years, the customer contact community has been bombarded with talk about artificial intelligence, frictionless experiences, agent engagement, data analytics and omnichannel engagement.

As 2018 unfolded, we thought-- will any of those topics fade away? Will any become more prominent and important?

And what new trends, ideas and “best practices” will emerge?

To answer these questions, CCW Digital collaborated with 11 of the foremost customer contact executives, analysts and innovators. We’re proud to share their insights, predictions and recommendations in our new Special Report: 2018 Customer Contact Predictions.

To receive a copy of this report via email, email enquiry@iqpc.com

CCW Digital Special Report - Messaging

CCW Digital Special Report - Messaging

Ideas that are truly “good for the customer and good for the business” are far and few between.

Messaging is one of those rare examples. If implemented correctly, messaging can create a markedly more convenient, more satisfying experience for customers. It can also reduce costs and drive revenue for the business. “If implemented correctly” is the key.

It is also the focus of our new Special Report: Messaging. Our report reveals pitfalls you must avoid and challenges you must overcome in order to avoid the unlock the true power of customer messaging.

Topics include:

  • Top 7 customer demands – and why messaging is the key to meeting them
  • 3 specific ways messaging can elevate the customer experience
  • 3 ways messaging leads to a better contact center
  • 6 best practices for making the most of messaging
CCW Digital Special Report - Retail CX

CCW Digital Special Report - Retail CX

The customer experience is important to businesses in all industries.

It very much is the business for retail industries. Facing a plethora of similar competitors that sell similar products at similar price points, retailers are particularly reliant on the experience to establish their brand identity, attract customers and differentiate from competitors.

While dealing with those high stakes, retailers also have to consider unique marketplace transformations – including the rise of e-commerce and the demand for omnichannel engagement.

Retail thus provides the perfect backdrop for exploring the state of the customer experience. That is exactly what our Special Report on the Retail Customer Experience does!

Key topics include:

  • The one customer experience “trap” all retailers need to avoid
  • The silver bullet that can improve the customer experience – in any industry
  • 7 key retail CX objectives
  • 10 ways to create an experience that is good for customers, agents and the business
  • A customer experience assessment quiz
CCW Digital Special Report - Omnichannel

CCW Digital Special Report - Omnichannel

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.

It is not that they don’t want to; businesses almost universally recognize the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking the necessary steps to create an omnichannel contact center.

This special report changes that. Instead of telling you something you already know (omnichannel is key), it focuses the specific strategic, operational and technological steps you must take to truly “go omnichannel.”

Topics include:

  • Debunking a key omnichannel myth
  • Research on what customers want and how businesses are struggling
  • 5 steps to building an omnichannel contact center
  • 5 crucial elements of an omnichannel strategy
  • Omnichannel assessment tool
CCW Digital Special Report - CX Automation

CCW Digital Special Report - CX Automation

Dear customer contact community: stop sleeping on automation.

That may seem like a confusing recommendation. Virtually no customer experience topic, after all, is commanding more hype (and investment consideration) than automation.

The issue, however, is that many are missing the true value of automation. They are focusing purely on the superficial impact on efficiency and missing out on the more noteworthy benefit of automation: markedly elevating the quality of customer engagement. This report explores that more substantive, more customer-centric, more meaningful approach to automation.

Key topics include:

  • Four ways automation can meaningfully elevate customer contact
  • How to ensure your automation initiatives are customer-centric, agent-centric and performance-centric
  • Five best practices for unlocking the real value of automation
  • Eight examples of automation done right