performance
After The Weeknd’s Canceled Los Angeles Show, Will A Rescheduled Performance Be Enough To Fix Fans’ Disappointment?
September 28 by Wandy Felicita OrtizThis week the singer announced a rescheduled Los Angeles SoFi Stadium show, but another busy holiday weekend might leave The Weeknd fans without an opportunity to see the performance they wanted.
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.
Special Report: Business Continuity & Risk Planning
November 16 by Amanda CaparelliWithout a resilient response plan for the wide variety of threats that your organization is susceptible to, you cannot possibly survive. And after this year especially, companies have truly witnessed...
Market Study: New Standards For Customer Contact Performance
April 28 by Brian CantorWe need to reassess what "good" entails, rethink how to improve agent productivity, revise how we measure the contact center, reconsider the technology we select, and restructure operations to account...
Here’s What to Consider When Building an Employee Experience Program
September 30 by CCW DigitalQuality employee experience equals quality customer experience
Why Agent Motivation Should Be Your Biggest Performance Goal
September 16 by CCW DigitalLearn how agent motivation and micro-coaching can increase efficiency in your company
5 Factors Impacting Customer Contact Strategy
September 24 by Brian CantorInsofar as organizations universally embrace customer satisfaction as their ultimate contact center goal, the objective-oriented approach may seem quite straightforward: determine the combination of p...
CCIQ Presents: 2015 Executive Report on Contact Center Performance & Operations
July 30 by Customer Contact WeekThe contact center is no longer perceived strictly as a "cost center."That does not mean its performance is under any less scrutiny.Results remain the name of the game in the contact center, and that...
2015 Call Center Week Award Winners Revealed
June 23 by CCW DigitalHeadlined by entertainer Oz Pearlman, the 2015 Call Center Week Excellence Awards marked a return to the night. Instead of taking place during lunch at Call Center Week, the awards ceremony existed...
5 Most Important Elements of the Contact Center
June 11 by Customer Contact WeekWhich aspects of the contact center most notably impact success? Which are less relevant? Get the answers to those questions - and two more burning contact center inquiries - in our special resear...
Meet This Year's Call Center Week Awards Finalists
May 15 by CCW DigitalCustomer experience discourse often focuses on what today’s contact centers are doing wrong. That, consequently, makes it easy for the community to overlook the things it is doing correctly....
7 Things Good Contact Center Agents Do (That Bad Ones Don't)
February 26 by Brian CantorContact center professionals know an agent is never solely responsible for what transpires in an interaction. Agent demeanor and skill level indeed matter, but they cannot entirely account for the...