Customer Engagement
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of 30
Contributor: Seth Adler
Posted: 07/20/2017
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. Full Content »
Contributor: Brian Cantor
Posted: 07/05/2017
customer engagement tn
Engagement is the ultimate “moment of truth” when it comes to the customer experience. It is how organizations achieve loyalty from customers and separation from competitors. Full Content »
Contributor: Andy Hanselman
Posted: 01/13/2017
AndyHansselman1
‘Customer Delight’ – what does that mean to you? Does it fill you with dread at the prospect of another consultant ‘buzzword’? Full Content »
Contributor: CCW Digital
Posted: 10/31/2016
CCWDigital1
In this exclusive interview, Christopher Rainsforth, Development Manager, Forum's Community, provides insight into data management and its role in customer contact. Full Content »
Contributor: call center week
Posted: 08/24/2016
nextgen
In this age of customer centricity, we constantly hear talk about the need for a personalized, integrated, consistent, omni-channel and journey-driven customer experience. Full Content »
Posted: 08/23/2016
IBM Globe
IBM Watson Virtual Agent is the premier cognitive customer engagement platform. It is an industry pre-trained Natural Language Understanding for cross industry customer service. With the use of IBM Watson’s new Conversation API, Watson Virtual Agent can understand customer service focused dialog across a range of complex requests Full Content »
Contributor: Zach Weiner
Posted: 06/14/2016
Zach Weiner
A Soccer club in New York City must decide: is a customer always right when rules are being broken? Full Content »
Contributor: call center week
Posted: 04/22/2016
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Call Center IQ’s mission is to ignite customer centricity.  In pursuit of that goal, our editorial team spent 2015 covering the contact center, customer experience, and marketing realms from all angles.  We analyzed trends, discussed metrics, introduced new technologies, interviewed thought leaders, and praised (and criticized) certain br Full Content »
Contributor: call center week
Posted: 03/06/2016
The Future of Self-Service: Virtual Assistants, Speech Recognition and the Internet of Things
The history of the Internet has been a story of personal empowerment. Today, empowered customers are more than happy to resolve problems for themselves, valuing the convenience, speed and anonymity offered by self-service. In 2015 Forrester Research Inc. indicated that "Web self-service interactions overtook all other channels. For the first time i Full Content »
Posted: 02/11/2016


Every touch point with a customer -- visiting your web site, ordering products, engaging with customer service -- is a branding experience.  To maintain the value of your brand, companies need to invest in dynamic customer engagement that is friendly, intuitive and on the customer’s terms.  But what if your in-house systems and Full Content »
Posted: 02/11/2016
Making chat work for your enterprise can prove to be more challenging than you expected. You were told that concurrency would be as high as 3.0, that every chat would equal a deflected phone call, and that you could re-train your voice agents to the chat channel in 4 hours or less.  Unfortunately, none of this turned out to be true, and now yo Full Content »
325 results
of 30