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VP Checklist: Considerations for a Remote Contact Center

VP Checklist: Considerations for a Remote Contact Center

The only constant is change. As a contact center VP, you know this has never been more true. You lead your teams through what feels like a supercharged wave pool of dynamic business demands, technology challenges, and evolving customer expectations. And, success depends on your ability to adapt to those pressures to deliver world-class experiences for your customers. You can’t press the pause button on your contact centers to redesign processes or improve the tech stack. You have to fix the car while you’re driving it. This report includes checklists, developed by the CCW Digital analyst team, that will guide you toward opportunities for improving the operational and service issues in your contact center.

Manager Checklist: Considerations for a Remote Contact Center

Manager Checklist: Considerations for a Remote Contact Center

The only constant is change. As a contact center manager or director, you know this has never been more true. You lead your teams through what feels like a supercharged wave pool of dynamic business demands, technology challenges, and evolving customer expectations. And, success depends on your ability to adapt to those pressures to deliver world-class experiences for your customers.

You can’t press the pause button on your contact centers to redesign processes or improve the tech stack. You have to fix the car while you’re driving it. This report includes checklists, developed by the CCW Digital analyst team, that will guide you toward opportunities for improving the operational and service issues in your contact center.

View the Full Event Brochure | CCW Vegas 2020

View the Full Event Brochure | CCW Vegas 2020

CCW is back in Las Vegas August 24-28 at a brand new location – Caesars Forum! View the current brochure for everything we have planned, and check back for agenda updates in the coming weeks! CCW Vegas features include:

  • Keynote Speakers James Dodkins, CX Rockstar and Sherif Mityas, CXO, TGI Fridays
  • Reinvented Small Group Formats like Think Tanks and Executive Roundtables
  • Four Dynamic Content Tracks
  • Our First Annual CCWomen Summit
  • Networking and Solution Path-Finding in our Expo Hall
View the Full Event Brochure | CXO Exchange Denver

View the Full Event Brochure | CXO Exchange Denver

Chief Experience Officer (CXO) Exchange brings together senior-level customer experience executives across industries to discuss the latest strategies across end to-end experience channels and touchpoints:

  • Experience optimization to create a customer first culture
  • Disruptive technologies to build a superior human experience
  • Winning customer formulas, CX+EX and CX+UX
  • Provide actionable insight on the enterprise wide journey
View the Full Event Brochure | CCW Exchange Miami 2020

View the Full Event Brochure | CCW Exchange Miami 2020

October 6-8, 2020 | Miami, FL

The CCW Executive Exchange is an invite only event that exclusively brings together senior CX & Customer Contact Executives. Check out the agenda to see what we have planned including:

  • A Fierce & Female Panel
  • Insight, Innovation, People & Strategy Tracks
  • Interactive Roundtable Discussions
  • Boardroom Style Project Analysis
  • Exclusive Benchmarking Sessions from world-renown thought leaders including executives from CVS Health, Visa, Vanguard, Northwestern Mutual & more!
Operational Readiness and Remote Workforce Management

Operational Readiness and Remote Workforce Management

Companies of all sizes are redefining how they engage with their employees and customers in this new era. Customer contact executives, in particular, are managing significant changes in contact volume and pivoting in real-time from operating brick-and-mortar facilities, to leading agents in a home-based environment. The following checklists reflect the latest operational readiness and remote workforce management priorities of individual members of the Customer Contact Week Advisory Board.

2020 Current Attendee Snapshot | CCW Vegas

2020 Current Attendee Snapshot | CCW Vegas

Interested in attending CCW Vegas 2020? Take a look at who is attending this year, including executives from Microsoft, ESPN, Mastercard, IHOP, Hello Fresh and Dow Jones.

ROI Toolkit | CCW Vegas

ROI Toolkit | CCW Vegas

CCW Las Vegas is your opportunity to gain access to the expertise, contacts and strategies that are shaping the future of the customer contact profession. This ROI Toolkit has been created for you make your case for attending!

Design Done Right: The Convergence of Thinking & Doing

Design Done Right: The Convergence of Thinking & Doing

The world that we live in today demands constant innovation. It is truly a consumer’s market. With technology, lifestyles, channels for communication, and even customers continuously evolving, businesses are now facing a sink-or-swim situation. This harsh reality has brought the effective methodology of design thinking to the forefront of so many organizations to ensure enduring success. Design thinking ultimately provides companies with a tool kit for innovation rooted in finding meaningful, human-centered solutions based on real customer problems. It provides organizations means with which to respond to the competitive and disruptive nature of today’s markets. At its finest, design thinking has the ability to turn individual employees and departments into cross-functional, collaborative teams, and products into memorable experiences. Take a look at this report to learn more!

Service Design Blueprinting

Service Design Blueprinting

Service Blueprinting is the most commonly used tool in association with Service Design. A service blueprint is the extension of a customer journey map that includes the support pieces necessary to deliver the customer facing experience. Take a look at the guide to the core principles of a Service Blueprint.

Experience Design 101 (Part 1)

Experience Design 101 (Part 1)

The concept and practice of Experience Design has been around for 20 years, but it continues to evolve and now has a greater focus on experiences that delight users instead of usability alone. Now, it is more important than ever to curate effortless user journeys through experience design. In part 1 of our Experience Design 101 guide, you will find the answers to questions such as:

  • What is experience design?
  • Why experience design?
  • What are some strategies to start designing experiences in your organization?
  • What are some inhibitors to experience design?