In the 2018 CCW Market Study: Performance & Metrics, CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals about what they are doing to achieve their contact center performance goals—and the challenges they face along the way.

Read the report to learn:

• Which performance metrics are prioritized by today’s contact centers—and which key measurements are often overlooked
• Where to find the common performance bottlenecks that increase agent turnover and hurt customer experience
• Why reducing customer effort is this year’s #1 customer experience objective and how contact center leaders plan to achieve this goal
• How automation and artificial intelligence can help improve performance in your contact center
  You’ll also receive a Practicality Guide with customer experience case studies, expert tips and practical exercises that you can use to improve performance in your contact center.