LATEST CONTENT

jason
People do not want to be sold to, but they do want to buy. As a salesperson or a phone representative, sincerely HELPING them make the best decision will yield more sales, a lower cancellation rate, and a higher caliber customer experience.
March 20, 2017 Jason Karaman
CCWpostshow1
This exclusive report revisits some of the highlights – and underscores some of the key takeaways – from the 2017 CCW Winter.
March 13, 2017
brian
This look at the importance of developing meaningful, emotional connections with customers features comments from executives at CareerBuilder, Mrs. Fields, NetJets, Ritz-Carlton and more.
March 13, 2017 Brian Cantor
GenesysCXThumbnail1
The usefulness of sharing information is growing exponentially and the speed at which it’s happening continues to accelerate. These five tech trends shape the ways in which customers access information and interact with companies.
March 13, 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
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Leslie Joseph
Get Serious About the Future of Enterprise Chat
Watch now »

EVENTS

April 24 - 26, 2017
W Austin Downtown, Austin, TX, United States
April 27 - 28, 2017
Rydges Auckland, Auckland, New Zealand
May 07 - 09, 2017
Hotel Del Coronado, Coronado, CA, United States
June 13 - 16, 2017
New World Makati Hotel, Makati City, Philippines
June 27, 2017
The Mirage, Las Vegas, NV, United States
June 26 - 30, 2017
The Mirage, Las Vegas, NV, United States

CUSTOMER EXPERIENCE

CCWpostshow1
This exclusive report revisits some of the highlights – and underscores some of the key takeaways... Read more »
March 13, 2017
brian
This look at the importance of developing meaningful, emotional connections with customers features... Read more »
March 13, 2017 by Brian Cantor
GenesysCXThumbnail1
The usefulness of sharing information is growing exponentially and the speed at which it’s... Read more »
March 13, 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
People do not want to be sold to, but they do want to buy. As a salesperson or a phone... Read more »
March 20, 2017 by Jason Karaman
jason
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

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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