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.

1153 article results
of 115
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.
December 13, 2016 by Brian Cantor
brian
Last week, we held our final online summit of the year: CCW Winter Online. If you did not attend live, you missed out on a great exploration into how the contact center function has evolved this year – and how it will continue evolving in the year to come.
Tags: call center | data | ccw
December 5, 2016 by
Debbie Fields
Mrs. Fields reveals why "good enough never is" when it comes to life and business. She also discusses how all brands -- even those not selling "delightful" items like cookies -- can elevate customer loyalty.
November 29, 2016 by Brian Cantor
brian
“If I were to do that, I would be fired.” Is there a more frustrating thing to hear when interacting with a customer service representative? Is there a more illogical thing to hear?
November 14, 2016 by Brian Cantor
Debbie Fields
To me, the greatest measure of success was never found in a cash register, but instead on the most important measure of all: a customer’s smile. Debbi Fields (aka "Mrs. Fields") shares her insights in this exclusive CCIQ interview.
November 7, 2016 by Zach Weiner
Zach Weiner
There is no shortage of leaders in this space on Twitter. At CCW Digital, we follow a large number of these influencers and have certainly benefited from both their insights and content.
November 2, 2016 by Lisa Schulman
Lisa Schulman
CCIQ’s Lisa Schulman recently interviewed five C-level customer management executives. Learn how these accomplished professionals are empowering their contact centers -- and organizations
1153 article results
of 115