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.

1184 article results
of 119
July 20, 2017 by Seth Adler
Seth Adler
While we were hard at work on the Executive Report, the two most recent interviews on the CCW podcast featured top level executives from Cabela's and Ashley's Home Furniture; each discussing how they each respectively look at customer experience.
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July 20, 2017 by CCW Digital
CCWDigital1
"My retire plan is to die in an avalanche." "It's a very special person in the contact center." - We look at great, exclusive quotes delivered by leaders from Cisco, GM, Ashley HomeStore, Microsoft, Frontier, NewEgg, and more!
Tags: leadership
July 14, 2017 by Brian Cantor
brian
What causes customers to complain? Here are the Top 5 factors!
July 10, 2017 by Sheri Greenhaus
Sheri Greenhaus
Numerous innovations - including solutions for customer emotion mapping, artificial intelligence, text engagement and predictive VoC analytics - were showcased at CCW. Get the scoop!
July 6, 2017 by Brian Cantor
brian
Who won the CCW Excellence Awards for best-in-class contact center, top outsourcing provider, top CRM provider, top innovation, CX leader of the year and more?
Tags: ccw awards | culture | CRM
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.
1184 article results
of 119