2016 CCW Winter Post Show Report

Today's customers expect service on their own terms – whenever they need, in whatever digital channel they want. When these needs are unmet, there can be increasing customer churn, escalating operating costs and decreasing shareholder value.

A common thread ran throughout conversations – customers don’t come first anymore, the agents do. Experts agree that if you’re looking to be the best service delivery company world, you have to achieve it with the right agents in the right place. This report gives you insight into those conversations with examples as to how top companies were able to achieve this.

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