Executive Reports & White Papers

Learn more about your customers and enhance customer experience. Find call center white papers, customer service, customer management and related white papers on CCW Digital.  

178 whitepaper results
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The African contact centre market is rapidly growing larger and more sophisticated as it moves to serve an exploding domestic market of digitally empowered consumers, while also catering to the diverse needs of the global BPO industry.Infographic - Changing Landscape of Contact Centres in Africa


Creating a uniquely intimate networking opportunity for Fortune 1000 & Global 2000 Senior Level Executives, the Exchange is an invite-only event that creates a true peer to peer learning environmentWhat is an Exchange?

Tags: LiveXchange | ccw

This research-driven report explores how organizations are – and should be – achieving results in this era of customer-centric thinking and omnichannel engagement.CCW Executive Report: Performance & Agents

Studies show that most customers are only willing to wait on hold for 60 seconds And even though you've trained your agents to work diligently to resolve customer issues as quickly as possible, all it takes is just one unhappy experience... Learn more

The customer service center has seen more change in the last five years than it has in the last 35 years combined. Thanks to higher customer expectations, multiple points of engagement, and the growth of social media, the customer service... Learn more

Banks and financial services companies are facing a growing number of challenges, from rapid digitalization to increased mobility and the emergence of new competitors leveraging technology. The agility and innovation of these new competitors... Learn more

Tags: finance | BPO

Is your contact center prepared to deliver omnichannel customer service? Are you aware of the dangers and pitfalls? Do you have the practical advice and essential know-how to create a 360-degree view of the customer in order to accurately anticipate their needs and create an omnichannel vision? Download this Survival Guide to learn: • Six best practices to design and deliver omnichannel customer service • The three R's of operationalizing omnichannel customer service - Resources, Routing and Reporting • Business results you can achieve by moving to an omnichannel contact centerThe Contact Center Manager's Survival Guide to Omnichannel Customer Service

In a recent Ovum survey, 75% of customers indicated that they have successfully resolved their issues on the phone, compared with just 11% on a website and 5% via social media. Customers are increasingly drawn to digital channels to... Learn more

Tags: IVR

As global consumer debt continues to rise, payment delinquencies continue to grow, and at the same time consumers are harder than ever to contact. If business-as-usual when it comes to collections efforts no longer works for you today, find out... Learn more

Tags: collections

One of the largest challenges to successful collection efforts today is outbound communications compliance. There are many rules to follow, and requirements are continually evolving. Ultimately, every organization must determine a comfortable... Learn more

178 whitepaper results
of 18