CCW Executive Report: Performance & Agents

Every customer experience initiative must pass an important test:  it must deliver results.

Indeed, performance is the end-all, be-all when it comes to customer experience strategy.

Aiming to help you navigate and conquer this crucial topic, CCW Digital is pleased to introduce the Executive Report on Performance & Agents. This research-driven report explores how organizations are – and should be – achieving results in this era of customer-centric thinking and omnichannel engagement.

Key Topics Include:

• What are the top objectives for today’s contact centers?
• Which performance metrics are hot?  Which are not?  Which matter?  Which do not?
• Does cost still matter in the era of customer centricity?
• How will organizations improve agent productivity?  How will they measure their success?
• How will the rise of artificial intelligence impact the customer experience workforce?
• What are the top customer relationship, omnichannel engagement and workforce investment areas for the next 2 years?