Performance & Metrics
Results matter in the customer contact center. Learn which metrics to use, which training strategies to deploy, and which incentives to offer.
Why CXOs are Replacing CMOs
November 25 by CCW DigitalAfter decades of struggling for buy-in, the customer experience function has finally started to secure a seat at the executive table.
Customer Service Body Slams and Drive-Thru Brawls: Popeyes New Chicken Sandwich is Causing Mayhem
November 18 by CCW DigitalWhile Chick-fil-A and Popeye’s may be competing in the chicken sandwich business, the latter has pulled away in the media industry.
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...
The Real Reason Instagram is Getting Rid of Likes and What it Means for Your Brand
November 14 by CCW DigitalTwitter, Instagram, and potentially Facebook want to get rid of the most widely accepted metric for digital popularity, and social media marketing engagement – the era of the “like.” Why? Is it the ps...
Subway Fights Back Against Restaurant Closure
November 11 by CCW DigitalAfter three years of record breaking closures (not deals, stores), Subway has come up with a new strategy to stop the bleeding.
Special Report: Workforce Optimization
November 01 by Kindra CooperToday’s contact centers are multi-channel or omnichannel, with more complicated operations than ever before.
Common Phrases to Avoid When Dealing with Everyday Customers and Potential Clients
October 30 by CCW DigitalWhen an employee creates affiliation with the customer through these linguistic strategies, they’re not only more effective in delivering a quality experiences, but they are using scientific research...
3 Soft Skills That Will Be In High Demand In the Future of Business
October 28 by CCW DigitalTechnical and digital skills (hard skills like data engineering) are still in high demand, But executives are beginning to place the highest priority on behavioral skills (or soft skills)
How Chipotle Regained Customer Trust After the E. Coli Outbreak in 2015
October 16 by Kindra CooperTaking customers behind the curtain into its kitchens helped Chipotle rebound after a major PR crisis
What You Don’t Know About Destiny’s Child Member Michelle Williams
October 10 by CCW DigitalDestiny's Child and Entrepreneur Michelle Williams shares some key life lessons and business practices that you might not expect
The Unknown History of Influencer Marketing
October 04 by CCW DigitalMalcolm Gladwell called influencer marketing 20 years ago in "The Tipping Point." Some of his ideas on influence have resurfaced at an exponential rate
Increasing Employee Performance Through Team Chemistry
October 01 by CCW DigitalDifferent organizations like Google and Deloitte tapping into employee optimization. Here's what you need to know