LATEST CONTENT

Jason Price
That’s not a phrase you’d expected to hear from organisations priding themselves on outstanding customer service, but it’s the message I received.
February 27, 2017 Jason Price
Ben Motteram
If I was structuring a CX program from scratch, what would be the major principles I’d use?
February 21, 2017 Ben Motteram
nuanceivrwp4
If you’ve delayed investing in your IVR, it’s time to rethink your strategy. Download the guide "IVR in an Omni-channel World" for expert guidance on how to modernize your IVR to deliver easy, effortless service.
February 21, 2017
CCW1Report2
Based on exclusive, in-depth market research, this report investigates how organizations are addressing – and should be addressing – some of the most imminent, transformative developments in the customer experience space
February 17, 2017

WEBINARS

IBM Globe
Watson Virtual Agent: Interact with your customers like never before
Watch now »
Donna-Fluss
Speech Analytics: Best Practices & Pitfalls to Avoid
Watch now »
Microsoft Dynamics CRM Knowledge Management: How to Empower Your Service Team
Watch now »
Roger Lee
Ready to Get Noticed? Selling the Value of the Contact Center Inside Your Organization
Watch now »
Tucker Hall
Turn Your Customer Support Portal into a Self-Service Engine
Watch now »
Leslie Joseph
Get Serious About the Future of Enterprise Chat
Watch now »

EVENTS

March 14 - 16, 2017
Grand Millenium Hotel , Kuala Lumpur, Malaysia
March 19 - 21, 2017
THE WESTIN STONEBRIAR HOTEL & GOLF CLUB, Frisco, TX, United States
March 20 - 22, 2017
Novotel London West, London, United Kingdom
April 24 - 26, 2017
United States
April 27 - 28, 2017
Rydges Auckland, Auckland, New Zealand
May 07 - 09, 2017
United States

CUSTOMER EXPERIENCE

Jason Price
That’s not a phrase you’d expected to hear from organisations priding themselves on outstanding... Read more »
February 27, 2017 by Jason Price
Ben Motteram
If I was structuring a CX program from scratch, what would be the major principles I’d use?
February 21, 2017 by Ben Motteram
CCW1Report2
Based on exclusive, in-depth market research, this report investigates how organizations are... Read more »
February 17, 2017

PERFORMANCE & METRICS

Ben Motteram
If I was structuring a CX program from scratch, what would be the major principles I’d use?
February 21, 2017 by Ben Motteram
brian
2017 needs to be a big year for your contact center. Here are 8 things leaders MUST accomplish!
October 4, 2016 by Brian Cantor
brian
In support of making contact center metrics great again, we’re proud to reveal six *evolved* scores... Read more »
September 27, 2016 by Brian Cantor

AGENT ENGAGEMENT

brian
Your agents need to be happy, friendly, enthusiastic, and knowledgeable. Here is another quality... Read more »
October 18, 2016 by Brian Cantor
Deb Colangelo
"If you focus on team member satisfaction, customer loyalty is all but guaranteed."
August 23, 2016 by Brian Cantor
Mcdonald's Logo
Think agent engagement is nothing more than a hollow, feel-good endeavor? Learn from McDonald... Read more »
May 24, 2016 by Brian Cantor

TOOLS & TECHNOLOGIES

brian
From a revised approach to agent engagement, to artificial intelligence, to the role of voice in an... Read more »
February 7, 2017 by Brian Cantor
brian
The New Year is underway.  That means we can expect short-lived commitments to hit the gym,... Read more »
January 23, 2017 by Brian Cantor
Brian John Salesforce
This video interview empowers you to join the ranks of the disruptors by making connected,... Read more »
June 24, 2016 by Brian Cantor

CUSTOMER INSIGHTS & ANALYTICS

Jason Karaman
There are words that might seem benign and OK to say that are actually extremely detrimental. These... Read more »
February 13, 2017 by Jason Karaman
Revealed: 5 Most Important Elements Of A Customer Interaction
This article reveals the most common reasons businesses engage customers -- and the 5 factors that... Read more »
March 17, 2016 by CCW Digital
Jim Moylan
If you want to achieve more in your mission of health care, you have to be really smart about the... Read more »
February 1, 2016 by Jim Moylan

SOCIAL, MOBILE & WEB

Zach Weiner
There is no shortage of leaders in this space on Twitter. At CCW Digital, we follow a large number... Read more »
November 7, 2016 by Zach Weiner
brian
We compare how Amazon and Jet support customers via web, voice and social channels.
September 6, 2016 by Brian Cantor
JamesWilson
A multi-channel approach obviously provides benefits over a single-channel one. An omni-channel... Read more »
August 2, 2016 by James Wilson

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