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CCW Executive Report - Part 2: 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?

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