Download the CCW Special Report Series (PDF)
Get all four detailed reports covering metrics, training, AI integration, and outsourcing strategies—no form required.
Is your CX strategy delivering real customer value? According to research by CCW Digital and Foundever…probably not.
Ready to change the game?
What you'll learn
Each part of our series tackles a crucial aspect of the modern contact center:
01
Tracking the metrics that matter
New ways to measure success when interactions are fewer but more significant.
02
Rethinking agent training for the AI era
How to prepare your team for a world where easy questions are automated.
03
The value of customer intelligence
Why every customer interaction can lead to better experiences.
04
The outsourcing opportunity
Finding partners with skilled agents and advanced technology beyond cost savings.
of contact center leaders believe their agents have the advanced skills needed to deliver high-quality customer interactions.
Why this matters now
Your contact center has changed. Simple inquiries are increasingly handled by automation, leaving your agents with more nuanced, high-impact challenges. In this new landscape, the old playbook doesn't work anymore.
Our four-part series explores how forward-thinking brands are:
- Updating metrics to reflect meaningful customer interactions
- Training agents specifically for complex problem-solving
- Capturing insights from difficult interactions that basic queries never reveal
- Using outsourcing partners as specialized experts, not just cost-cutters
