Articles

Customer management is all about managing the relationships you have with your customers. Find and read customer management articles and call center articles on Customer Management IQ to enhance your customer service.
161 results
of 17
September 18, 2017 by Seth Adler
Seth Adler
CCW Digital's new Special Report: Future of CX Employees reveals that the rise of technology is really the rise of employees.In a recent podcast, Read more Tags: self-service | agent empowerment | customer experience journey
August 17, 2017 by Seth Adler
Seth Adler
The latest episode of the CCW Digital podcast has just been released.  This week, we explore the most innovative solutions in the contact center and Read more Tags: artificial intelligence | chat bots
August 11, 2017 by Ronald Dorenbos
Ronald Dorenbos
How would you know that this is not an artificial intelligence talking to you? And if you have any doubts, what would you do to find out? Ask for my Read more Tags: artificial intelligence
July 10, 2017 by Sheri Greenhaus
Sheri Greenhaus
The annual CCW event took place in Las Vegas during the final week of June.  True to its eighteen-year-history, the event offered an unparalleled mix Read more Tags: ccw | artificial intelligence | customer emotions | texting | predictive analytics
April 7, 2017 by Brian Cantor
brian
An excerpt from CCW Digital's Executive Report on Performance & Agents:Man against machine.It is a story businesses have encountered for Read more Tags: artificial intelligence | self-service | knowledge management
February 7, 2017 by Brian Cantor
brian
Ahead of CCW winter, we revealed the 8 things contact center leaders must do in 2017.  We stand by each of those imperatives, but we also recognize Read more Tags: Omnichannel | agent engagement | artificial intelligence | self-service | telephony | training
January 23, 2017 by Brian Cantor
brian
The New Year is underway.  That means we can expect short-lived commitments to hit the gym, unwise procrastination about doing our tax returns, and Read more Tags: artificial intelligence | chat bots | contact center 2020 | humanization | customer centricity
June 24, 2016 by Brian Cantor
brian
We've entered the service era, in which the most disruptive companies are leveraging superior service to make their marks.  It is the engagement Read more Tags: technology | cloud | video interview
December 14, 2015 by Brian Cantor
brian
The contact center community has spent the past few years fleshing out the new customer experience normal. It has adopted the doctrine of Read more Tags: mobile | omni-channel | customer centricity | automation | workforce optimization
February 4, 2015 by Brian Cantor
brian
Since the event is called the Future Contact Center Summit, a producer might intuitively think to incorporate numerous robotic elements and load Read more Tags: customer insights | employee engagement | language | omni-channel | technology
161 results
of 17