McDonald's, CX Trends, Books, Annoying Customers: Our Top Articles Of 2016

Contributor: Brian Cantor
Posted: 01/03/2017
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2017 is here, and with it comes a new look (and name) for our publication.

As you can probably tell, we are now known as CCW Digital.  The name change reflects our alignment with the popular CCW conference.  It also reflects our commitment to deliver content and network befitting the world’s #1 customer experience conference (and brand).

We’ll be unveiling some exciting changes and new features in the coming weeks (spoiler alert: the return of our podcast, interviews with the most accomplished leaders in the world, new contributors, free presentations and videos from our conferences, and more).  For now, however, we want to take one final look in the rear view.

We want to share our most-read articles from 2016.

That rear view, interestingly, reveals forward-looking the community is. Two of our top three articles involve trends for 2017.

What else resonated with the CCW Digital community in 2016?  Here are the Top 5 (well, six, due to a tie) articles from last year:

1) McDonald’s Improves Customer Experience By Improving Employee Experience

Think agent engagement is nothing more than a hollow, feel-good endeavor?  Learn from McDonald's...and think again!

Read On: http://www.callcenterweekdigital.com/agent-engagement/articles/mcdonalds-improves-customer-experience-by

 

2) Top 10 Customer Experience Trends For 2016-17

Call them trends.  Call them imperatives.  Know that these 10 areas must be cornerstones of your customer experience strategy.
Read On: http://www.callcenterweekdigital.com/customer-experience/articles/top-10-customer-experience-trends-for-2016-17

 

3) 8 Things Contact Center Leaders Must Do In 2017

2017 needs to be a big year for your contact center.  Here are 8 things leaders MUST accomplish!

Read On: http://www.callcenterweekdigital.com/performance-metrics/articles/8-things-contact-center-leaders-must-do-in-2017

 

4) 5 Things Customer-Centric Agents Can’t Forget (Or Ignore)

Do I expect perfection in a customer service environment?  Of course not!  Do I expect the business and its agents to wholeheartedly strive for customer satisfaction?  You better believe it!  When communicating their pursuit of customer satisfaction, here are some things customer-centric agents never forget or ignore.

Read On: http://www.callcenterweekdigital.com/performance-metrics/articles/5-things-customer-centric-agents-cant-forget-or

 

5, tie) Top 5 Customer Service Books

There are countless customer service books in the market, ready to help you mobilize your team and achieve your present and future objectives but there are so many! Which ones should you start with?

Read On: http://www.callcenterweekdigital.com/customer-experience/articles/top-5-customer-service-books

 

5, tie) Annoy Us, Not Them: Words Of An Employee Who “Gets” Customer Centricity

I encounter so many flippant customer service representatives who could not care less about their companies’ long-term health.  It was so uplifting to see an employee – one who is not even officially tasked with “customer service” – take such ownership in the customer experience.

Read On: http://www.callcenterweekdigital.com/agent-engagement/articles/annoy-us-not-them-words-of-an-employee-who-gets

 

brian
Contributor: Brian Cantor