employee
2024 January Market Study: Future of Contact Center Employees
January 30 by Brian CantorThe product of exclusive, in-depth research, it reveals what you need to know to build a team of agents who can make unrivaled customer connections in today’s unprecedented CX landscape.
Advising The Fortune 500 On How To Adopt AI To Enhance CX And EX
January 09 by Kimberlee WestFor Fortune 500 companies, having a “people plan” is just as important as having an AI plan. And the people plan expands beyond the idea of right sizing.
CCW Digital’s New Market Study Lets Customer Contact Leaders Take The Future Into Their Own Hands
October 16 by Wandy Felicita OrtizIn 'Contact Center of 2030,' we dive into all the topics of tomorrow that are top of mind for customer contact leaders today.
Turning Failure Into Fuel: USWNT Player Abby Wambach Shares How To Stay Inspired, Build Strong Teams And Find Success During Times Of Adversity
September 22 by Wandy Felicita Ortiz13 things Abby Wambach has learned in her time as a soccer superstar that you too can keep in mind when you’re struggling to meet your customer contact goals.
4 Ways Companies Can Help Women Combat Imposter Syndrome
September 06 by Grace GilbertImposter syndrome is not an individual problem, so why do we only have individual solutions?
Tips For Supporting Your Remote Workers
February 04 by Ray WeissA few ideas to help those team members operating from home.
Special Report: Improving Employee Engagement in 2021
July 16 by Brooke LynchWith greater autonomy over their workflow and a renewed emphasis on more purposeful and deliberate collaboration, employees have clearly benefited from the flexibility remote work has provided.
Special Report: Connecting Customer Experiences & Employee Experiences
December 14 by CCW DigitalWhile many businesses’ traditional products, services, and operations became less relevant to consumers in the past year, the lessons learned will have the opposite effect on customer experience in th...
Here's How an Employee-Facing Chatbot Helps You Manage Complexity
July 24 by Kindra CooperTryg, Europe's largest non-life insurance company, uses an internal chatbot
So Fresh and So Clean--the Importance of First Impressions
May 27 by Brooks Mitchell, PhDThis is an awkward column for me to write, but I feel compelled to respond to the many emails I received regarding conspicuously recognizable call center facility. Much of that column referred to the...
Call Center Incivility on the Rise: Four Ways to Stop It
April 14 by Diane BerenbaumThere is a disturbing trend in Corporate America. Despite increased talk about improving corporate culture, there is a civility problem in the workplace. It is wreaking havoc on call center employee...
Is Attracting Top Talent in the Call Center an Oxymoron?
April 07 by Jo'Ann AldersonIn case you haven’t noticed, there is a top-talent crisis going on. For years company execs and call center management have assumed that with a little touch of call center technology just abou...