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.

1179 article results
of 118
June 23, 2017 by Jim Thomsen
Jim Thomsen
For best-in-class contact center finalist Sign-Zone, it's all about the personal touch.
June 23, 2017 by Shawn Castle
Shawn Castle
Valvoline takes a pro-customer and pro-agent approach to the contact center. Is it any wonder the company is a finalist for Best-in-Class Contact Center?
June 16, 2017 by CCW Digital
CCWDigital1
Insights from the NASA Shared Services Center, which is up for best-in-class contact center at this year's CCW Excellence Awards.
June 9, 2017 by CCW Digital
CCWDigital1
Choice Hotels' Hui Wu-Curtis, a finalist for CX leader of the year, talks about rethinking contact center quality, acting based on the voice of the customer and fostering a customer-centric environment.
June 2, 2017 by Jason Karaman
jason
Football helps us understand how sales and service can work together to elevate the overall customer journey.
June 2, 2017 by Andy Hanselman
AndyHansselman1
10 steps for creating an UBER culture -- and exceed customer expectations.
Tags: culture
May 30, 2017 by Tom Weiland
Tom Weiland
The idea of "customer obsession" is tailormade for today's era of customer centricity. It is also a guiding principle at Amazon. We asked Tom Weiland, VP of Customer Service for the online giant, to share some insights.
May 19, 2017 by Brian Cantor
Brian Cantor
Good customer service is not good enough. Here are three ways to make it great.
May 18, 2017 by Andy Rudin
rudin
Shaming customers may drive extra conversions, but at what cost?
Tags:
May 18, 2017 by Nate Brown
Nate Brown
DiSC can elevate interactions with customers and employees.
1179 article results
of 118