Articles

Welcome to CCW Digital's articles section, featuring everything from interviews with contact center leaders, to new customer experience research, to rants (and raves) about customer service at the top brands.

1159 article results
of 115
February 21, 2017 by Ben Motteram
Ben Motteram
If I was structuring a CX program from scratch, what would be the major principles I’d use?
February 13, 2017 by Jason Karaman
Jason Karaman
There are certain ethical components that should be considered when attempting to provide excellent customer service. Failing to adhere to these ethics will have the opposite effect, even if you have the right intentions in mind.
February 13, 2017 by CCW Digital
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The first part of our 2017 Executive Report series, Customer Experience Game Changers, launches Friday February 2017. Check out a small preview to the report and its key findings
February 13, 2017 by Jason Karaman
Jason Karaman
There are words that might seem benign and OK to say that are actually extremely detrimental. These words put the audience in the incorrect state of mind and will have them focusing on the negative.
February 7, 2017 by Brian Cantor
brian
From a revised approach to agent engagement, to artificial intelligence, to the role of voice in an omnichannel world, we explore eight more imperatives for contact center leaders.
January 13, 2017 by Andy Hanselman
AndyHansselman1
‘Customer Delight’ – what does that mean to you? Does it fill you with dread at the prospect of another consultant ‘buzzword’?
January 9, 2017 by CCW Digital
CCWDigital1
One of our big objectives for CCW Digital is to foster a robust community for customer experience professionals. We do not simply want to post great articles and reports; we want to connect you with like-minded professionals facing similar challenges and pursuing similar solutions.
January 6, 2017 by CCW Digital
CCWDigital1
CCW, the world’s leading customer experience event series, is pleased to introduce CCW Digital, the next evolution of its Call Center IQ online community.
January 3, 2017 by Brian Cantor
brian
Our top articles from 2016 included a look at the McDonald's customer experience, two pieces on trends for 2017, strategies empowering agents, a review of the Top 5 customer service books and a welcome take on "annoying" customers.
1159 article results
of 115