Leadership & Culture
Special Report: Contact Center Learning & Development
July 16 by Brian CantorContact center “training” is important, but it is not enough. It does not prepare agents to build meaningful connections with customers, and it does not ensure they get better over time. To truly en...
The Biggest Challenge To Agent Retention – The Gig Economy?
April 19 by CCW Digital
Register for FreeMany organizations today are struggling with agent retention. However, an increase in agent turnover should not be surprising given the changing agent demographics. More than 70% of c...
2018 CCW Market Study: Performance & Metrics
March 26 by CCW DigitalAll organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personaliz...
Expert Interview: Kelly Durkin at Chewy.com
March 01 by Michael DeJagerCustomer Management Practice's Principal Analyst, Michael DeJager, speakers further with Kelli about her unique career journey and deep passion for delivering the "wow" experience to Chewy.com's custo...
Special Report: Future of CX Employees
September 15 by Brian CantorEmployees have always been the key to a great customer experience, and the evolving customer contact landscape makes them even more important.The “personal connection” is now the paramount differentia...
Interview with Docia Myer from CCW
August 18 by Lisa SchulmanWe caught up with Docia Myer at CCW in Vegas this past June! Docia Myer, Vice President at CPI Card Group, is a leading customer experience innovator and a CCW Advisory Board member."CCW is the place...
Interview with Kimberly Warrick from CCW
August 11 by Lisa SchulmanKimberly Warrick, the Director of Client Services at NJ Shares, has attended 12 CCW events. In this interview at CCW Vegas this past June, she talks about why she keeps coming back and how CCW has cha...
Your Call Center Agents Don't Know their Roles; 5 Reasons It's Your Fault
December 19 by Brian CantorI know the customer service process is not perfect. I know that when I call a contact center, I will likely have to wait on hold. I know that once I begin explaining my issue, I will likely be tra...
5 Reasons Customers Hate Calling Support (And One Really Bad Excuse)
October 29 by Brian CantorIts intensity might not rival that professed in a comedic article by CRM professional John Burton, but the notion is absolutely real. For some customers, 15%, in fact, the prospect of interacting...
Leaked Memo: How a CEO REALLY Feels About the Customer Experience
October 15 by Brian CantorAt our recent quarterly meeting, I confirmed to investors that the customer experience is now a top priority for our business. As this directive—one about which I and fellow members of the ex...
When it Comes to Customer Service, Can't Ain't a Word
October 03 by Brian CantorBeing the generous, forward-thinking guy that I am, I do not call customer service departments for the sole purpose of complaining. When I bring an issue to a business’ doorstep, I always pro...
Did You Know the Top Songs in America are Written About Call Centers?
September 26 by Brian CantorAiming to communicate their unique messages—and carve unique niches in the marketplace—musicians turn to nearly every concept imaginable for their lyrical inspiration. From discussions...
