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 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
Should outsourcing have a role in the era of customer centricity?
Given the perception that outsourcing involves sacrificing quality to save money, many would answer a resounding “no.” The customer experience is one business function in which corners cannot be cut.
Others would vehemently dispute that premise. They would argue that outsourcing, when leveraged correctly, can actually be the ticket to a better customer experience.
This report explores that more valuable vision of outsourcing. It reveals the extent to which outsourcing can – and should – fit into a customer-centric contact center.
- The mistake organizations make when building their outsourcing strategies
- 6 trends transforming the customer contact function
- 6 ways outsourcing can actually increase customer centricity
- 5 ways to elevate partnerships with contact center vendors
- Key questions to ask when considering outsourcing
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 unfolds, 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 firstname.lastname@example.org
In today's era of the customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You cannot allow silos to create frustrating "pain points" for your customers
This special report on Customer Journeys will help you avoid those pitfalls.
Not simply a call to think about customer journeys, this report explores how to leverage journey maps to orchestrate frictionless, personalization, engaging experiences across all channels. Topic Includes:
- 3 ways to increase customer centricity with journey maps
- 6 ways to drive business results with your journey maps
- 5 challenges to journey mapping (and improving) customer journeys
- 5 steps for meaningfully elevating the customer experience
Not simply empowered to expect great experiences, today’s customers also have legitimate avenues for sharing details about the experiences they receive. They have the power to markedly impact a brand’s reputation. How the digital revolution is impacting reputation management
How can you ensure that impact is positive? How can you ensure customers view you as a brand customers trust, love and enthusiastically endorse? CCW Digital’s Special Report on Brand Reputation has the answers.
- 6 steps to identifying brand reputation threats
- 5 ways to fix the CX issues that damage brand credibility
- The role of customer loyalty strategies
- 5 tips for connecting with “at-risk” customers
- How to increase brand advocacy
- How to market your customer centricity
Competent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further. They are not merely offering support; they are empowering customers to derive the most possible value from every interaction, at every touch point.
There's a simple key to delivering this superior experience: understanding customer intent.
Customer intent looks beyond the superficial (what customers are requesting, where they are requesting it) and focuses on customers’ true goals for the interaction. It is a question of why, not what.
This special report reveals how to grow customer satisfaction and loyalty through intent-driven engagement. Topics include:
- 5 questions that reveal customer intent
- 7 ways to use intent to radically improve the customer experience
- How to overcome key challenges
- 7 best practices for getting started with intent-driven engagement
- Examples of intent-driven engagement in travel, telecom, finance and retail
Your agents may be smart. They may have a thorough grasp of your products, scripts, and policies.
But are they “intelligent”? Do they have the insight and capability needed to provide customers with frictionless, personalized experiences when and where they are demanding them?
This report explores that more important form of contact center intelligence. It reveals how to cultivate a team of empowered, agile agents who can meaningfully connect with customers at all touch points. Thanks to that superior form of engagement, you will markedly grow customer loyalty and dramatically outperform your competitors.
- 4 reasons why “intelligent agents” are the key to a successful contact center
- Five threats to agent intelligence – and a successful customer experience
- 4-step blueprint for cultivating intelligence within your contact center
- Assessment quiz to determine whether your agents are intelligent
We all have IVR horror stories. We have all struggled to find what we wanted on FAQ pages.
Indeed, self-service has historically been a source of frustration within the customer experience journey. And yet, it represents one of the biggest trends and investment priorities for today’s contact centers. It, in the eyes of many thought leaders, represents an impactful way to elevate the customer experience.
What changed? More importantly, what must you change about your self-service strategy to ensure it wins over your customers?
This special report has the answers. Topics include:
- Urgent self-service trends you need to know nowUrgent self-service trends you need to know now
- The biggest self-service myths, misconceptions and mistakes
- Six ways to meaningfully elevate your self-service offerings
- How the demand for “personalization” is affecting self-service