LATEST CONTENT

Blake Morgan
Customers are not responsible for fixing your broken customer experience.
April 24, 2017 Blake Morgan
brian
Artificial intelligence is one of the hottest topics in customer experience. But should customer service representatives be worried about losing their jobs?
April 7, 2017 Brian Cantor
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This research-driven report explores how organizations are – and should be – achieving results in this era of customer-centric thinking and omnichannel engagement.
April 7, 2017
CCWDigital1
You've probably seen quizzes that reveal the city in which you should live or the "Friends" character you most resemble. Ours reveals your #1 customer experience objective.
April 3, 2017 CCW Digital

WEBINARS

IBM Globe
Watson Virtual Agent: Interact with your customers like never before
Watch now »
Donna-Fluss
Speech Analytics: Best Practices & Pitfalls to Avoid
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Microsoft Dynamics CRM Knowledge Management: How to Empower Your Service Team
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Roger Lee
Ready to Get Noticed? Selling the Value of the Contact Center Inside Your Organization
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Tucker Hall
Turn Your Customer Support Portal into a Self-Service Engine
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Leslie Joseph
Get Serious About the Future of Enterprise Chat
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EVENTS

May 07 - 09, 2017
Hotel Del Coronado, Coronado, CA, United States
June 13 - 16, 2017
The Peninsula Manila, Makati City, Metro Manila, Philippines
June 27, 2017
The Mirage, Las Vegas, NV, United States
June 26 - 30, 2017
The Mirage, Las Vegas, NV, United States
August 13 - 15, 2017
Chicago, IL
August 21 - 24, 2017
Toronto, Ontario

CUSTOMER EXPERIENCE

Blake Morgan
Customers are not responsible for fixing your broken customer experience.
April 24, 2017 by Blake Morgan
CCWDigital1
You've probably seen quizzes that reveal the city in which you should live or the "... Read more »
April 3, 2017 by CCW Digital
brian
They're supposed to be about connecting with customers. Why, then, do we let so many customer... Read more »
March 27, 2017 by Brian Cantor

PERFORMANCE & METRICS

Ben Motteram
If I was structuring a CX program from scratch, what would be the major principles I’d use?
February 21, 2017 by Ben Motteram
brian
2017 needs to be a big year for your contact center. Here are 8 things leaders MUST accomplish!
October 4, 2016 by Brian Cantor
brian
In support of making contact center metrics great again, we’re proud to reveal six *evolved* scores... Read more »
September 27, 2016 by Brian Cantor

AGENT ENGAGEMENT

Confidence
Your agents need to be happy, friendly, enthusiastic, and knowledgeable. Here is another quality... Read more »
October 18, 2016 by Brian Cantor
Deb Colangelo
"If you focus on team member satisfaction, customer loyalty is all but guaranteed."
August 23, 2016 by Brian Cantor
Mcdonald's Logo
Think agent engagement is nothing more than a hollow, feel-good endeavor? Learn from McDonald... Read more »
May 24, 2016 by Brian Cantor

TOOLS & TECHNOLOGIES

brian
Artificial intelligence is one of the hottest topics in customer experience. But should customer... Read more »
April 7, 2017 by Brian Cantor
Robot Vector
From a revised approach to agent engagement, to artificial intelligence, to the role of voice in an... Read more »
February 7, 2017 by Brian Cantor
CCWDigital1
The New Year is underway.  That means we can expect short-lived commitments to hit the gym,... Read more »
January 23, 2017 by Brian Cantor

CUSTOMER INSIGHTS & ANALYTICS

Blake Morgan
Customers are not responsible for fixing your broken customer experience.
April 24, 2017 by Blake Morgan
jason
People do not want to be sold to, but they do want to buy. As a salesperson or a phone... Read more »
March 20, 2017 by Jason Karaman
jason
There are words that might seem benign and OK to say that are actually extremely detrimental. These... Read more »
February 13, 2017 by Jason Karaman

SOCIAL, MOBILE & WEB

Zach Weiner
There is no shortage of leaders in this space on Twitter. At CCW Digital, we follow a large number... Read more »
November 7, 2016 by Zach Weiner
brian
We compare how Amazon and Jet support customers via web, voice and social channels.
September 6, 2016 by Brian Cantor
JamesWilson
A multi-channel approach obviously provides benefits over a single-channel one. An omni-channel... Read more »
August 2, 2016 by James Wilson

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