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.
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.
"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!
What causes customers to complain? Here are the Top 5 factors!
Numerous innovations - including solutions for customer emotion mapping, artificial intelligence, text engagement and predictive VoC analytics - were showcased at CCW. Get the scoop!
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?
For best-in-class contact center finalist Sign-Zone, it's all about the personal touch.
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?
Insights from the NASA Shared Services Center, which is up for best-in-class contact center at this year's CCW Excellence Awards.
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.