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Special Report: Customer Engagement

Special Report: Customer Engagement

Engagement is the ultimate “moment of truth” when it comes to the customer experience.  It is how organizations achieve loyalty from customers and separation from competitors.

Citing exclusive research and thought leader commentary, report investigates several dimensions of engagement strategy:

  • 5 facts about today’s customers
  • Top 5 customer demands when interacting with a business
  • 3 keys to successful proactive engagement
  • New standards for agent performance
  • Adapt to the customer’s issue and personality
  • Engagement as a data source
  • CCW Digital’s 5-Step Customer Engagement Toolkit
Special Report: Workforce Management

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

Special Report: Employee Engagement

Special Report: Employee Engagement

This special report investigates the crucial customer experience tenet that is employee engagement.

What to expect:

  • How employee engagement can attract the best contact center talent
  • 4 ways to create the “happy agents” that yield “happy customers”
  • Use employee engagement to improve contact center productivity
  • Why employee engagement is the key to understanding customers
  • How to reduce agent attrition in your customer experience team

Special Report: Customer Loyalty

Special Report: Customer Loyalty

True success in today’s marketplace involves building lasting, meaningful connections with customers.

It involves looking beyond “customer satisfaction” – and focusing on loyalty.

Loyalty it should be noted, is not synonymous with “retention.”  It is not about repeat business but about making customers enthusiastic about maintaining – and expanding – a relationship with your brand.

How do you create that loyalty?  Citing research, expert analysis and guidance from accomplished CX executive, this CCW Digital Special Report provides the answers.  You’ll learn the following:

How to transition from a satisfaction mindset to a loyalty one

The 2 types of customer loyalty programs

3 ways to build a loyalty culture in your contact center

6 tactics for increasing customer loyalty

6 ways to use data to drive loyalty


If you would like a copy of this to be sent to you directly, contact us

Special Report: Future of CX Employees

Special Report: Future of CX Employees

Employees have always been the key to a great customer experience, and the evolving customer contact landscape makes them even more important.

The “personal connection” is now the paramount differentiator, and agents are the ones in position to actually create those connections. With self-service increasingly handling transactional matters, agents are also shifting their focus to more nuanced, unpredictable interactions.

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


If you would like a copy of this report to be sent to you directly, contact us

Chatbots: Everything You Need to Know

Chatbots: Everything You Need to Know

In this whitepaper, we will be covering everything you need to know about chatbots to help you determine if chatbots are right for you. These key topics of discussion include: 

  • Embracing a digital friendly future
  • Using data to improve CX through personalization
  • Chatbots and Customer Engagement
  • Millennial Expectations from Chatbots Experiences
  • Top Tips for Chatbot Integration into Existing Customer Contact
  • Sourcing Chatbot Solutions
  • Key Metrics in A.I. Technology that Matter to the C-Suite

If you would like a copy of this whitepaper to be sent to you directly, contact us

2018 CCW Market Study: Performance & Metrics

2018 CCW Market Study: Performance & Metrics

All organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personalized interactions.

They may not, however, know exactly how to achieve those goals. CCW Digital’s Market Study provides a detailed blueprint for success.

Driven by research, case studies and expert analysis, the report tackles all corners of performance management. It identifies gaps in measurement, challenges with systems and “pain points” for agents.

More importantly, it shares numerous pathways for overcoming all such inhibitors. Download your copy today!

Some topics include:

  • Which metrics are organizations prioritizing – and ignoring?
  • Top strategies for reducing customer effort
  • Top 5 agent and customer complaints
  • How to create a “performance culture” within the contact center
  • Steps for leveraging AI and automation to boost performance
  • How “omnichannel” and “customer centricity” are impacting performance goals


If you would like a copy of this report to be sent to you directly, contact us