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.
If I was structuring a CX program from scratch, what would be the major principles I’d use?
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.
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
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.
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.
‘Customer Delight’ – what does that mean to you? Does it fill you with dread at the prospect of another consultant ‘buzzword’?
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.
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.
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.