Insights

How does your vision for customer contact compare to other executives in the industry? Check out this webinar replay for preliminary benchmarking data on the key challenges and urgent priorities for customer contact, customer service, and CX leaders in the next two years.

Factors like customer preferences and customer tool adoption related to the customer experience can vary from industry to industry, which is why we put together this whitepaper, exclusively for the financial services sector.

With the complexities that come along with the financial services industry, it’s not a surprise that the customer contact employee experience looks different. This playbook unpacks unique insights into the financial services industry and reveals key findings to improve customer contact EX.

Generative AI holds promise for transforming both customer and agent experiences. But how are you peers evaluating these technologies and where are they investing first? Check out this webinar replay to review data in future investment decisions, select investment criteria and more.

Self-service experiences are in increasing demand from more self-sufficient and like-minded customers. But these can be challenging to deliver without a clear lens into when and why customers would rather self-serve. Join this webinar from CMP Research for key research findings...

According to findings from CMP Research’s latest initiative, customer contact and CX executives cite increasing self-service adoption as a top priority in 2023-2024 given evolving customer preferences and increasing cost pressure on...

What if you could spot likely areas of attrition in your contact center months and weeks before turnover actually happened? Check out the replay and get practical strategies for identifying target groups where attrition is likely to occur, pinpointing root causes for why they would leave and more.

During this webinar replay, we explored tactics for enhancing employee experience and employer value proposition for customer contact team members in today’s more flexible world.

Given the current economic climate, avoiding the high cost of employee turnover in new hire classes and reducing volatility in the talent pipeline is key. This playbook reveals the 3 key findings to increase customer contact employee experience and satisfaction.

Creating a frictionless customer experience and retaining talent are the top, most urgent priorities for customer contact leaders in 2023-2024 – the most important and most difficult for leaders to achieve.