efficiency
A Day In The CX Life With CCW Digital: Meet Veronica Saron, Tech Marketing Leader
March 31 by Wandy Felicita OrtizIn this daily log we meet tech marketer Veronica Saron, who over the course of her career has touched on everything from gaming to crypto, the metaverse and AI. She led the team that grew Pokémon GO i...
6 Ways To Maximize Productivity During The Work-From-Home Era
March 19 by CCW DigitalCompanies are seeing what happens when a distributed workforce is stress-tested by millions of employees from local mom and pop shops to industry titans. The dilemma then becomes, how can I continue t...
Jeff Bezos and Bob Pozen’s Shared Keys to Increase Office Productivity
November 15 by CCW DigitalBezos and Pozen share similar philosophies when it comes to productivity in the workplace. Most notably, they constantly revert to desired end goals and mission statements, encourage their employees t...
3 Problematic Customer Experience Statements That Left Me Baffled
February 20 by Brian CantorWhile we in the customer contact community do not agree on every point, we generally share the same cognizance of some core philosophies. We know about the era of customer centricity, omnichanne...
Top 5 Contact Center Performance Priorities
June 07 by CCW DigitalThe following is an excerpt from Call Center IQ’s 2016 Executive Report on Performance: Metrics, Agents and Operations. To download your free copy, click here. We’ll also be discussing the...
5 Ways To Judge Your Contact Center Agents' Customer Centricity
February 16 by Brian CantorI definitely judge your agents during – and after – customer engagement interactions. And insofar as agents represent the face of your business, rest assured that I’m almost cert...
Time Warner Cable Mocks Its CX, Promises Improved Service
October 16 by Brian CantorSeveral years ago, Domino’s began openly mocking the quality of its own pizza. The campaign was a method of recapturing customer trust; by acknowledging the inadequacy of the previous product...
4 Key Ingredients of Potbelly Sandwich Shop's Customer Experience
August 28 by Brian CantorLast fall, an experience at Potbelly Sandwich Shop introduced me to a living, breathing example of employee empowerment. Aware that she and her fellow team members failed to achieve a customer&rsq...
Subway vs. Chipotle: A Battle of Customer Service Apathy & Awareness
May 26 by Brian CantorSave for a class of disconnected customer management thought leaders, most recognize that the "Zappos experience" is not warranted—or even desired—in many interactions. Not all customer...
Good Contact Centres vs. Bad Contact Centres - What's the Difference?
May 20 by CCW Digital EditorFew things are more familiar to contact centre professionals than criticism. They are consistently bombarded with complaints about the ways their centres are damaging customer experiences and adver...
Escaping the Customer Service Dilemma
April 04 by Customer Contact WeekHow You Can Make Customers Happy, Make Your Support Reps More Effective, and Cut Costs—All At The Same Time? Here’s one way to do customer service: provide premium live support to every...
Be Like Southwest: Master Speed in Your Customer Service Experience
November 18 by John TschohlOf the many tools and tactics a company can use to improve the customer experience, speed is the most overlooked. That is unfortunate because a major factor in creating a positive customer experienc...