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

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

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

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

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

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 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

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

This special report begins by guiding you through the process of designing a great live chat experience and tackles key live chat metrics, before revealing how to make live chat as valuable as possible for both agents and customers. 

The truest measure of customer centricity is how well you meet your customer’s needs. Unfortunately, many organizations are assuming what the customer wants instead of sitting down with customers to understand their paint points and designing products and processes centered around user empathy. This is what design thinking is all about – and it’s a continuously evolving, exciting process that can help you achieve your customer-first vision as a CCO.

Customers remain underwhelmed with the experiences they are receiving despite all the emphasis on customer experience initiatives and technologies. Citing in-depth market research, the Customer Experience Market Study is designed to fix this problem. It reveals what customers really want, how organizations are missing the boat, and what they can do to close the gaps.

Customers of all demographics engage heavily in digital, which means it is where they will likely have their first encounter with your brand. Are you making a good impression? Not many can answer that question in the affirmative, but this report will make you one of the fortunate few. It will reveal how to create a customer-centric and business-centric digital customer experience.

What challenges are preventing us from making the most of chatbot investments? How can we ensure our chatbots are truly elevating the customer experience? This special report has the answers. It details a customer-centric blueprint for implementing, measuring and optimizing chatbots through artificial intelligence.

As a CCO, you know your customer better than anyone else in your organization. It is important for you to consider how to support 

your brand identity across the entire CX function to build loyalty and customer lifetime value. 

As a Chief Experience Officer, are you proving that your organization is right to view the customer experience as a pathway to legitimate value? To put it another way, are you maximizing “return on experience” (ROX)?

If you're looking to deliver experiences that yield a high ROX, start by capitalizing on the eight emerging trends in this CCW Digital Special Report.

As any CXO is aware, digital engagement is one of the top priorities for improvement in the customer experience realm of 2020.

There is a disproportionate correlation between digital engagement and bot technology, consumer preferences, and CX leaders attempting to capitalize on the advantages that digital customer experience tools can provide. However, being aware of these underlying consumer preferences and solutions will help you to find the right balance between digital resources such as chatbots and humanization, focusing on the result of quality customer experiences.

In this CCW Digital Special Report, you'll find some tips to consider when it comes to digital engagement.

Today, the research shows that customer experience and consumer engagement strategies are far more important to the success of the overall business than most C-level executives understand. As you’ll see throughout this report, these functions are becoming dependent upon the utilization of digital automation in the contact center and responding to shifts in consumer behavior. To contact center leaders, specifically, automation is the number one area of investment priority right now.

Automation is not only aimed at reducing customer service costs through a properly managed customer service infrastructure, but customer (and employee) satisfaction through the contact center’s ability to serve everyone involved.

Featuring insights and research from TTEC’s VP of Intelligent Automation, Verizon’s VP of Global Consumer Sales & Service Centers, Freshly’s VP of Customer Experience, and the CCW Digital Analyst Team, this report will cover:

• The changes in consumer behavior influencing the customer experience
• The best channels to use in customer service and when
• Where automation is delivering the greatest ROI in the contact center
• How to improve customer service efficiency
• Real world case study driven analysis, and more