LATEST CONTENT

Your employees represent your greatest CX asset. Here is how to ensure they live up to their potential -- and establish meaningful connections with customers.
May 26, 2017
27713.001 CCW Africa Infographic tn
The African contact centre market is rapidly growing larger and more sophisticated as it moves to serve an exploding domestic market of digitally empowered consumers, while also catering to the diverse needs of the global BPO industry.
May 24, 2017
Brian Cantor
Good customer service is not good enough. Here are three ways to make it great.
May 19, 2017 Brian Cantor
rudin
Shaming customers may drive extra conversions, but at what cost?
May 18, 2017 Andy Rudin

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

June 13 - 16, 2017
The Peninsula Manila, Makati City, Metro Manila, Philippines
June 27, 2017
The Mirage, Las Vegas, NV, United States
June 26 - 30, 2017
The Mirage, Las Vegas, NV, United States
August 13 - 15, 2017
Chicago, IL
August 21 - 24, 2017
Toronto, Ontario
August 22 - 24, 2017
Radisson Blu Hotel, Nairobi, Kenya

CUSTOMER EXPERIENCE

Brian Cantor
Good customer service is not good enough. Here are three ways to make it great.
May 19, 2017 by Brian Cantor
jason
If a customer or prospect disagrees with you, how can you overcome their objections without... Read more »
May 1, 2017 by Jason Karaman
Blake Morgan
Customers are not responsible for fixing your broken customer experience.
April 24, 2017 by Blake Morgan

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

Confidence
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
Artificial intelligence is one of the hottest topics in customer experience. But should customer... Read more »
April 7, 2017 by Brian Cantor
Robot Vector
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
CCWDigital1
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

CUSTOMER INSIGHTS & ANALYTICS

Nate Brown
DiSC can elevate interactions with customers and employees.
May 18, 2017 by Nate Brown
Blake Morgan
Customers are not responsible for fixing your broken customer experience.
April 24, 2017 by Blake Morgan
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

SOCIAL, MOBILE & WEB

rudin
Shaming customers may drive extra conversions, but at what cost?
May 18, 2017 by Andy Rudin
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

Drucker Inspired Management

Frances Hesselbein

The Woman Drucker Said Was the Best CEO in America

Photo: Wesley MannPeter F. Drucker, the founding... Learn More »
May 27, 2017
David Kung

Why Chief Innovation Officers Must Bridge The Collaboration Gap

In The Effective Executive, Peter F. Drucker... Learn More »
May 25, 2017

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