Performance & Metrics

On August 12, the Biden-Harris administration announced the rollout of “Time is Money,” an initiative mandating that corporations provide a more streamlined

What initiatives, consequently, should contact centers be prioritizing in 2023? What actions will allow them to turn their visions into realities? CCW Digital’s research-driven Market Study on the Fut...

Looking back on two of our standout October webinars, which are still available to watch on-demand.

The Contact center is the gateway to the customer; it holds a wealth of insight, including answers to crucial questions that can ultimately drive growth and enhance efficiency...

This report will explore practical strategies and best practices for tracking financial metrics, building a business case for investment, and aligning your contact center's performance with C-suite ex...

Over the past two years, organizations have clearly prioritized the customer experience. When everything else was subject to change, the least they could do...

With a recession looming, many customers will curtail their spending and willingness to try new brands. They will also expect the brands they do support to...

In 2022, maximizing productivity is a non-negotiable. Over the past two years companies have recognized the value of optimized contact center operations...

Conversations about a revenue generating contact center used to be entirely centered around efficiency. Contact center executives focused their efforts on reducing average handle times, managing call...

Reviewing a few effective ways to obtain valuable information from your customers.

A few ideas to help those team members operating from home.

Why, then, does the customer contact industry so often trumpet one-size-fits-all solutions? Why does the solution marketplace consistently offer generic answers to specific problems?