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