October 9-12, 2018 | Austin, TX

CCW Executive Report Part 2: Performance & Agents

This research-driven report explores how organizations are – and should be – achieving results in this era of customer-centric thinking and omnichannel engagement.

Key Topics Include:

What are the top objectives for today’s contact centers?
Which performance metrics are hot? Which are not? Which matter? Which do not?
Does cost still matter in the era of customer centricity?
How will organizations improve agent productivity? How will they measure their success?
How will the rise of artificial intelligence impact the customer experience workforce?
What are the top customer relationship, omnichannel engagement and workforce investment areas for the next 2 years?

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