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CCW Market Study: Performance & Metrics

The CCW Digital Market Study on Performance & Agents Report, explores how today’s contact centers are evaluating performance. CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals between December and March 2018.

Example respondent job titles include vice president of support center, senior manager of
omnichannel engagement, director of IVR operations, director of call center and customer
service, head of client services, vice president of US and international call centers, director of
inside sales, director of customer care, senior director of client relations, director of operations, director of customer experience, chief marketing officer, chief executive officer, senior director of global workforce strategy, and senior vice president of member services.

This report not only deliver dozens of insights across industries, but it subsequently moves into a discussion about the key performance challenges facing organizations, before uncovering strategies for achieving paramount customer contact objectives.

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State of Contact Center WFO 2018: Driving Customer Satisfaction Through Efficiency
State of Contact Center WFO 2018: Driving Customer Satisfaction Through Efficiency

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CCW Special Report: CX Automation
CCW Special Report: CX Automation