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CCW Digital Executive Report - Customer Experience

CCW Digital Executive Report - Customer Experience

You care about the customer experience. But is the experience you’re creating the one your customers actually want? CCW Digital’s Executive Report on the Customer Experience will answer that question. For the first time ever, we surveyed everyday consumers about what they demand when it comes to the customer experience. We then look at how businesses are approaching the customer experience.  Do they know what customers want?  And even if they do, are they able to actually deliver it?

 Questions answered in this report include:

  • How many bad experiences will make a customer switch to a competitor?
  • Will customers really pay more for a good experience?
  • What are customers’ Top 5 demands when interacting with a business?
  • What factors prevent businesses from meeting those demands?
  • What are the most common customer complaints?
  • How well do businesses respond to customer feedback?
  • How do customers really feel about calling for customer service?
CCW Digital Special Report - Employee Engagement

CCW Digital 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
CCW Digital Special Report - Workforce Management

CCW Digital 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
CCW Digital Special Report - Frictionless Experience

CCW Digital Special Report - Frictionless Experience

Nearly every business views the “frictionless customer experience” as a top strategic priority. But what does that really entail? What exactly constitutes “effort” in the eyes of the customer? What causes this effort? And how can it truly be reduced (or eliminated)?

Key topics include:

  • Is effort really important to customers?
  • Why should businesses take “effortless” very seriously?
  • Which KPIs can help measure customer effort?

Effortless Experience - CCW Digital Special Report

Effortless Experience - CCW Digital Special Report

Nearly every business views the “effortless customer experience” as a top strategic priority. But what does that really entail? What exactly constitutes “effort” in the eyes of the customer? What causes this effort? And how can it truly be reduced (or eliminated)?

Key topics include:

  • Is effort really important to customers?
  • Why businesses should take “effortless” very seriously?
  • Which KPIs can help measure customer effort?
  • 10 keys to reducing customer effort
  • 9-step checklist for using self-service to reduce effort
CCW Digital Special Report - Customer Engagement

CCW Digital 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, the 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
CCW Fall Executive Report

CCW Fall Executive Report

Driven by exclusive research, analyst commentary and real-life case studies, the CCW Fall Executive Report answers those questions – and more.

Here’s what to expect:

  • An exclusive Heat Map revealing whether organizations are really committed to “trends” like effortlessness, personalization, journey-mapping, mobile, social, analytics and more.
  • A ranking of the top customer experience priorities.
  • How budgets are changing for technology, training and outsourcing.
  • What omnichannel really means for customer management leaders.
  • Details on how CX teams plan to leverage artificial intelligence.
CCW Digital Executive Report - CCW Fall

CCW Digital Executive Report - CCW Fall

Driven by exclusive research, analyst commentary and real-life case studies, the CCW Fall Executive Report answers those questions – and more.
Here’s what to expect:

  • An exclusive Heat Map revealing whether organizations are really committed to “trends” like effortlessness, personalization, journey-mapping, mobile, social, analytics and more.
  • A ranking of the top customer experience priorities.
  • How budgets are changing for technology, training and outsourcing.
  • What omnichannel really means for customer management leaders.
  • Details on how CX teams plan to leverage artificial intelligence.
CCW Digital Special Report: Future of CX Employees

CCW Digital Special Report: Future of CX Employees

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
Lessonly Report - Rethink the Contact Center, Evaluate Customer Experience

Lessonly Report - Rethink the Contact Center, Evaluate Customer Experience

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
Rethink Contact Center Training, Evaluate Customer Experience - Lessonly Report

Rethink Contact Center Training, Evaluate Customer Experience - Lessonly Report

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
CCW Digital Special Report - Multilingual Engagement

CCW Digital Special Report - Multilingual Engagement

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
CCW Digital Special Report - Chatbot

CCW Digital Special Report - Chatbot

To unlock the true benefits of chatbots, an organization must source, implement and manage the technology correctly. CCW Digital’s Special Report: Chatbots reveals how to successfully adopt and optimize chatbot investments. The report will ensure chatbots are truly elevating your customer experience.
Topics include:

  • 5 goals that matter most when investing in chatbots
  • 5 ways bots can fit into the CX operation
  • 11 ways to tailor bots to your customers, agents and contact center
  • 5 factors that determine whether your bots will succeed or fail

For additional reports published by CCW Digital, email enquiry@iqpc.com