metrics
April Market Study: New Benchmarks For Customer Contact Performance
April 08 by Brian CantorEmpowering agents to deliver excellent customer experiences was never an easier endeavor. It became exponentially more difficult, however, amid the COVID-19 pandemic.
4 Ways to Motivate Your Customer Service Team
August 19 by CCW DigitalHere's how to cultivate the happy and productive contact center employees who will, in turn, create happy and loyal customers.
Here's Why You Should Consider Business Intelligence Over Contact Center Metrics
July 18 by Kindra CooperGet the full picture of what's going in your business beyond a few vanity metrics
CCW Market Study: The Future of the Contact Center in 2019
November 12 by Brian CantorIn revealing their outlook for 2019, customer management executives confirm a renewed emphasis on the human touch.
Humana On Giving Your Customer Experience A Sense Of Purpose
October 29 by Brian CantorWhen your organization and agents know why they are doing what they do, they can deliver an exceptional experience.
CX Failure Is Not An Option: 5 Takeaways From Customer Contact Week
July 02 by Brian CantorThe CCW attendees were united in their aversion to customer effort, agent attrition, "dry" metrics, and more..
3 Problematic Customer Experience Statements That Left Me Baffled
February 20 by Brian CantorWhile we in the customer contact community do not agree on every point, we generally share the same cognizance of some core philosophies. We know about the era of customer centricity, omnichanne...
Awards Q&A: Sign-Zone Puts "Personal Contact" In Contact Center (Best-in-Class Finalist)
June 23 by CCW Digital EditorThe idea of the “connection” is one of the paramount themes when it comes to contact center management.Fittingly, it is also a pivotal focus for one of the Best-in-Class Contact Center finalists at th...
Awards Q&A: NASA Shared Services Center On Metrics, Frictionless Experiences
June 16 by CCW DigitalAs the June 27 CCW Excellence Awards ceremony draws near, we are pleased to share insights from another one of this year's finalists.CCW Digital recently caught up with the leaders of the NASA Shared...
4 Customer Experience Conversations I'm Sick Of Hearing
October 24 by CCW DigitalEvery Monday, I begin my week by searching for hot customer experience stories. My hope is that I’ll stumble upon new research, uncover interesting perspectives, learn about innovative technolog...
6 Ways To Make Contact Center Metrics Great Again
September 27 by CCW DigitalRegardless of whether you’re tempted by Donald Trump’s ambition to “Make America Great Again,” you are probably hoping to make contact center metrics great again!Yes, they represent valuable benchmark...
Top 5 Contact Center Performance Priorities
June 07 by CCW DigitalThe following is an excerpt from Call Center IQ’s 2016 Executive Report on Performance: Metrics, Agents and Operations. To download your free copy, click here. We’ll also be discussing the...