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2018 CCW Sponsorship Prospectus

2018 CCW Sponsorship Prospectus

Interested in participating as a sponsor or exhibitor? Great! Download the sponsorship prospectus or request a copy via email and let's get the conversation started.

2017 CCW Vegas: Post Show Report

2017 CCW Vegas: Post Show Report

CCW Vegas 2017 was our best event yet! Check out the most unforgettable moments from the week in the Post Show Report. Included in the report is words of wisdom from our top speakers, list of attending companies, industry trends discovered and lessons learned at the event, and so much more. Check out the CCW Vegas Post Show Report, then join us in January for CCW again! 

If you would like to get a copy of this report sent to you, e-mail us at enquiry@iqpc.com. 

Special Report: Future of CX Employees

Special Report: Future of CX Employees

Employees have always been the key to a great customer experience, and the evolving customer contact landscape makes them even more important.

The “personal connection” is now the paramount differentiator, and agents are the ones in position to actually create those connections. With self-service increasingly handling transactional matters, agents are also shifting their focus to more nuanced, unpredictable interactions.

How can we prepare agents for this future in which they have to more meaningfully connect with customers during more challenging conversations? This report has the answers:

  • Why the rise of technology is really the rise of the employee
  • 8 requirements for a great contact center agent
  • 4 ways to prepare contact center agents for the future
  • 5 tips for increasing agent satisfaction
  • 4 reasons to reconsider outsourcing

If you would like to get a copy of this report sent to you, contact us at enquiry@iqpc.com

CCW Executive Report: Customer Experience

CCW Executive Report: Customer Experience

You care about the customer experience. But is the experience you’re creating the one your customers actually want? CCW Digital’s Executive Report on the Customer Experience will answer that question. For the first time ever, we surveyed everyday consumers about what they demand when it comes to the customer experience. We then look at how businesses are approaching the customer experience.  Do they know what customers want?  And even if they do, are they able to actually deliver it?

Questions answered in this report include:

  • How many bad experiences will make a customer switch to a competitor?
  • Will customers really pay more for a good experience?
  • What are customers’ Top 5 demands when interacting with a business?
  • What factors prevent businesses from meeting those demands?
  • What are the most common customer complaints?
  • How well do businesses respond to customer feedback?
  • How do customers really feel about calling for customer service?

If you would like to get a copy of this report sent to you, contact us at enquiry@iqpc.com

Exclusive: Terry Jones on Digital Relationships and "ON Innovation"

Exclusive: Terry Jones on Digital Relationships and "ON Innovation"

Customer Contact Week is proud to announce our Terry Jones as our Game Changer Keynote in New Orleans January 22-25, 2018. Terry founded Travelocity.com and is currently serving as founding Chairman of Kayak.com. His dynamic career has made him an expert on building digital relationship, the focus of his keynote address at CCW in New Orleans. CCW takes a few moments with Terry to unpack digital channel challenges and his perspectives on all things innovation.

If you would like to get a copy of this interview sent to you, e-mail us at enquiry@iqpc.com. 

CCW NOLA ROI Toolkit

CCW NOLA ROI Toolkit

Thinking about attending CCW NOLA? We are here to help you convince your colleague or manager to attend. Take a look at the top reason why you should attend. This ROI Toolkit includes:

  • Convince your boss letter
  • Top reasons to attend
  • Estimated Budget Expense Sheet
  • Registeration Form
  • and more!

If you would like to get the toolkit sent to you, contact us at enquiry@iqpc.com

Special Report: Multilingual Engagement

Special Report: Multilingual Engagement

Customers say they want fast, frictionless, accurate interactions that are resolved on the first contact. Think about what those demands mean to customers who do not speak your contact center’s default language.

If the interaction does not take place in the customer’s preferred language, what are the odds the interaction will yield an efficient, effective resolution on the first contact? What are the odds it will be entirely accurate, let alone friendly? What are the odds it will feel “easy” to the customer?

The answer to all such questions is a resounding “not good.” A multilingual engagement strategy will help you remedy that problem.

This special report investigates that endeavor. More importantly, it reveals how to successfully launch a multilingual strategy. Topics include:

  • Why multilingual engagement matters in today’s market
  • How does the rise of omnichannel impact multilingual strategy?
  • 5 goals of a multilingual strategy
  • A quiz to determine the best multilingual approach for your business
  • 6 solutions for multilingual engagement – and how to optimize them

If you would like to get a copy of this report sent to you, contact us at enquiry@iqpc.com

Chatbots: Everything You Need to Know

Chatbots: Everything You Need to Know

In this whitepaper, we will be covering everything you need to know about chatbots to help you determine if chatbots are right for you. These key topics of discussion include: 

  • Embracing a digital friendly future
  • Using data to improve CX through personalization
  • Chatbots and Customer Engagement
  • Millennial Expectations from Chatbots Experiences
  • Top Tips for Chatbot Integration into Existing Customer Contact
  • Sourcing Chatbot Solutions
  • Key Metrics in A.I. Technology that Matter to the C-Suite

Some of the key thought leaders that are featured are:

  • Matt Swanson, CEO, Augment Solutions
  • Christopher Keenan, Head, Worldwide Medical Contact & Insights, Bristol-Myers Squibb
  • Michael Klein, Director of Industry Strategy and Marketing, Retail, Travel and CPG, Adobe Systems
  • Shep Hyken, Chief Amazement Officer, Shepard Productions
  • Gadhi Shamia, COO, Talkdesk
  • and more!

 

Exclusive Q&A: Meet Our Speakers

Exclusive Q&A: Meet Our Speakers

Customer Contact Week gathers leaders that span the customer journey, from marketing to operations to customer care. We talked with three leaders speaking at CCW NOLA this January 22-25 to discuss some of the keys to delivering great customer experience, challenges on the journey, and their personal meaning of world-class service with speed and efficiency. The speakers featured are: 

  • Johnny Russo, Associate Vice President, e-Commerce and Digital Marketing, Mark’s (Mark’s Work Wearhouse), a Canadian Tire Company
  • Gene Lunger, EVP Retail Operations, Ashley HomeStore
  • Hui Wu-Curtis, senior Director, Customer Care Strategy, Choice Hotels

If you would like a copy of this interview sent to you directly, contact us

Current Attendee Snapshot

Current Attendee Snapshot

Interested to see who will be joining you at CCW in New Orleans? Meet representatives from Fortune 500 and Global 1,000 companies this January.Take a look at our current attendee list. (Last updated 1/8/2018)

Email enquiry@iqpc.com if you'd like a copy sent directly to you.

CCW University: Future Leaders Certification Program

CCW University: Future Leaders Certification Program

Are you ready to advance your career? Do you want to drive your employees towards career advancement? Your path to becoming the leader your contact center operation needs starts here!

Brought to you by CCW University, the Future Leaders Certification Program is laying the groundwork for the future growth and success of HIPOs (high-potential managers) who aspire to become Directors, VPs & Chiefs. The Future Leaders Certification Program is formatted to sharpen the skills and equip you with the tools you need for career growth and performance excellence. A five-module webinar series combined with a live training seminar led by industry experts at Customer Contact Week will help you and your team members gain the competencies you require to take your next career step.

If you would like a copy to be sent to you directly, contact us

CCW University: Flyer

CCW University: Flyer

Are you ready to advance your career? Do you want to drive your employees towards career advancement? Your path to becoming the leader your contact center operation needs starts here! Brought to you by CCW University, the Future Leaders Certification Program is laying the groundwork for the future growth and success of HIPOs (high-potential managers) who aspire to become Directors, VPs & Chiefs.

The Future Leaders Certification Program is formatted to sharpen the skills and equip you with the tools you need for career growth and performance excellence. The five-module webinar series starts in September, followed by a live training seminar led by industry experts at Customer Contact Week, January 22-25, will help you and your team members gain the competencies you require to take your next career step.

If you would like a copy to be sent to you, contact us

Investing in High-Potential Managers: An Interview with Troy Mills

Investing in High-Potential Managers: An Interview with Troy Mills

CCW University’s Future Leaders Certification Program is laying the groundwork for the future growth and success of high-potential managers who represent the next generation of contact center leadership. Serving as Chief Academic Officer of CCW University, Troy Mills joins us to share a little more about the importance of investing in high-potential managers as well as the value of CCW University.

If you would like a copy of this interview sent to you directly, contact us

Interview: McKesson VP on the Power of Truly Understanding Your Customers

Interview: McKesson VP on the Power of Truly Understanding Your Customers

It’s the era of customer centricity.  Most businesses understand the importance of the “voice of the customer.”  They work vigorously to determine what customers want and how customers feel.The best brands, however, go one step further.  Instead of simply focusing on questions of “what” and “how,” they obsess over the “why.” In this exclusive interview, Dawn Smith Bradney, VP of Customer Support and Audit, McKesson, reveals the importance of focusing on that “why.” She, more importantly, reveals how to acquire that valuable degree of intelligence – and how to leverage that insight to elevate the customer experience. When you truly understand your customers, you will not simply be able to fix existing problems in the customer experience.  You will be able to anticipate – and proactively fulfill – future needs.

Download to listen to the full interview! If you would like the podcast interview to be sent to you, contact us

Reengineer Experiences Based on Customer Feedback

Reengineer Experiences Based on Customer Feedback

One of the most important elements driving speed and efficiency is hearing your customer and meeting them where they prefer. This is accomplished through a value chain of activities, from implementing VOC programs to embracing Design Thinking methods to designing experiences that align with customer preferences.  Through a combination of research and analytics paired with experience design, the resulting differentiated customer experience will set you apart from the rest.

Check out these sessions at Customer Contact Week | NOLA for better insight into just how to better understand and listen to your customers while reengineering experiences that resonate.

2017 CCW Winter: Post Show Report

2017 CCW Winter: Post Show Report

For the more than 500 customer management executives who attended CCW Winter in New Orleans in 2017 one question was top-of-mind: what does it mean to “humanize the customer experience”? The simplest, most obvious answer is that organizations need to emphasize meaningfully connecting with customers. They must personalize engagement experiences based on the specific customers with whom they are acting. They must tailor processes based on the specific issues they are handling.

Check out what went down at CCW in New Orleans, then join us for CCW NOLA, January 22-25!

For an emailed copy of the Post Show Report, email us at enquiry@iqpc.com.

The Importance of Speed & Efficiency

The Importance of Speed & Efficiency

Customers expect communication on the channel of their choice on their own time. The role of speed is critical to prove to the customers that you care. Gone are the days of 24-hour responses. Modern technology has set an expectation of near instantaneous service. Customers crave quick resolutions, so speed & efficiency will prove to be the experience differentiator in customer service. We spoke with several experts ahead of Customer Contact Week this January 22-25 in New Orleans to get their take on the importance of speed & efficiency in the industry.

If you would like a copy of this whitepaper to be sent to you directly, e-mail us at enquiry@iqpc.com.  

Augment Customer Experience Tying Technology to Business Strategy

Augment Customer Experience Tying Technology to Business Strategy

There is an ocean worth of customer contact technologies available to you. In the modern tech transformation landscape, the urge is always to add on another fancy feature or offer an additional channel in the hopes of improving customer experience. But are your technology upgrades tied to tangible metrics and real business impact? 

Check out these sessions at Customer Contact Week | NOLA for deeper insight into connecting technology investment with tangible business outcomes.

If you would like a copy to be sent to you directly, contact us

Best Practices and Case Studies in a World of Continual Digital Transformation

Best Practices and Case Studies in a World of Continual Digital Transformation

Change is constant. Digital change occurs even faster than most change. As such, it is critical to have a grasp on evolving best practices in digital channel and change adoption. Beyond best practices, it is most helpful to understand a case study journey through the eyes of peers.

Hear the trials and tribulations of digital transformation, from successes to lessons learned at Customer Contact Week this January 22-25 in New Orleans.

If you would like a copy to be sent to you directly, contact us

CCW University Syllabus

CCW University Syllabus

Brought to you by CCW University, the Future Leaders Certification Program is laying the groundwork for the future growth and success of HIPOs (high-potential managers) who aspire to become Directors, VPs & Chiefs.The Future Leaders Certification Program is formatted to sharpen the skills and equip you with the tools you need for career growth and performance excellence.

The five-module webinar series starts in September, followed by a live training seminar led by industry experts at Customer Contact Week, January 22-25, will help you and your team members gain the competencies you require to take your next career step. Take a look at the syllabus to see how this course is outlined. 

If you would like a copy to be sent to you, contact us