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.
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.
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.
We asked executives from companies like USAA, AARP, The Clorox Company, Citizens Bank and more to provide a word or phrase that best describe the customer experience in 2017. Here are their answers!
Safelite CEO Tom Feeney discusses the company's award-winning, customer-centric culture. He'll be delivering the keynote at CCW in Vegas this June.
That’s not a phrase you’d expected to hear from organisations priding themselves on outstanding customer service, but it’s the message I received.
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.