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Understand Customer Mindset with Journey Mapping

Understand Customer Mindset with Journey Mapping

Lemon Poindexter, Customer Relations Manager at Nashville Electric Service (NES), includes her entire organization in the creation of customer journey maps in order to deliver the fast, effortless, and seamless experience her customers expect.  

Don't forget to come see Lemon and fellow customer contact experts speak at CCW Nashville in January 2020. To get a copy of this report sent to you directly, contact us here. 

State of Contact Center Employees for 2020

State of Contact Center Employees for 2020

As we approach 2020, be clear about one reality: this is not yesterday’s contact center job market. Automation technology, at-home opportunities, new generations of workers and the overall economic landscape are combining to change the way we think about the contact center workforce.

These factors will not, however, change a key reality: people are the heart of a great customer experience. The efficacy of your contact center will live and die by the strength of your people — and your success in leveraging that strength.

At CCW Nashville this January 28-31, our faculty of experts will help you navigate this reality. They will reveal how to adapt to employee experience trends. They will help you achieve the ideal synergy between humans and technology. Ahead of the event, here is our assessment of the state of contact center employees for 2020.


To get this article sent to you directly, contact us here



 

Why Customer Empathy Is Critical to Customer Service Interactions

Why Customer Empathy Is Critical to Customer Service Interactions

As customer service professionals, we’ve all got targets to hit. First response times, resolution times, conversion rates. The list goes on. However, in our endeavors to meet them, we can often overlook customer empathy, our responsibility to make customers feel heard and understood. Here are three ways to make customer empathy the heart of your CX strategy.

To get a copy of this report sent to you directly, contact us here.

Customer Contact To-Do List

Customer Contact To-Do List

Deep down, you know the customer experience is about the long game. You know that the most productive, customer-centric operations require a thorough vision, methodical planning and carefully calibrated execution. Customer centricity, to put it simply, does not happen overnight. However, customers are not going to spend years enduring bad experiences hoping that you will one day deliver a great experience; they want to be satisfied right now!


Take a look at some of the strategies you can implement now, before joining us in Nashville this January.



If you would like a copy of this to be sent to you directly, contact us here. 

CCW Nashville 2019: Top Trends You Need to Know

CCW Nashville 2019: Top Trends You Need to Know

Customer Contact Week content is directly driven by the priorities of you, our customers.  Our research culminates from primary research conducted with our speaking faculty in tandem with surveying of our CCW Digital global online community consisting of more than 150,000 customer contact leaders. 

 

With tracks that lean in to pressing people, process and technology challenges for supervisors and the C-Suite alike, CCW Nashville both echoes and continues key conversations originating in CCW Digital’s 2018 Market Studies.


Check out some of the key takeaways from these market studies and how they connect with the live content featured at CCW Nashville.



If you would like a copy of this to be sent to you directly, contact us here.
CCW Nashville Report: Navigating Customer Contact Buzzwords

CCW Nashville Report: Navigating Customer Contact Buzzwords

Industry events are known to overuse buzzwords. But we all know there are substantial reasons why this industry language exists. We asked members of our advisory board to pick 3 words that resonate with their organization to dispel the “buzz” associated with these words and get to the core of what they mean from their own unique perspective. Take a look at what those words mean to their organization, why this is something they're investing in and the active projects at their organization that are surrounding these buzzwords. 


To request a copy of this to be sent to you directly, contact us here