engagement
Go Above And Beyond As A Brand
March 16 by Ray WeissA few tips for actually bolstering customer satisfaction.
Tips For Gaining Customer Feedback Via Surveys
February 28 by Ray WeissReviewing a few effective ways to obtain valuable information from your customers.
Are Mobile Apps Still Relevant For Companies?
February 01 by Ray WeissBusinesses and brands will have to decide if it still makes sense for them depending on their goals.
Special Report: Improving Employee Engagement in 2021
July 16 by Brooke LynchWith greater autonomy over their workflow and a renewed emphasis on more purposeful and deliberate collaboration, employees have clearly benefited from the flexibility remote work has provided.
Special Report: New Tips For Employee Engagement
June 08 by Brooke Lynch2020 was a landmark year for the modern workforce. Companies were forced to accelerate their virtual transformation timelines, which in turn, exposed some initial performance and learning gaps.
How-To Guide: How to Engage Remote Customer Service Agents
February 11 by CCW DigitalCustomer service went remote in 2020 when it had to. But is the remote workforce, or even hybrid working environment what the future really looks like?
Special Report: Messaging & Asynchronous Engagement
October 06 by Amanda CaparelliCCW Digital’s 2020 Consumer Preferences Survey found that 53% of consumers would be more satisfied if the companies they interacted with called them back at a more convenient time instead of waiting o...
The Real Time Engagement Center
October 29 by Customer Contact WeekAre you delivering the right customer service for the Now Customer?Customer care organizations must change how they operate to become much more Real-Time. They need to bring real-time interaction data...
Companies, It Turns Out, Have NOT Really "Gone Social"
January 30 by Brian CantorWhen no one hears a tree fall in the middle of the forest, it is fair to wonder whether the tree actually fell. So when companies establish presences on Twitter and Facebook but then fail to inter...
Why Customers Really Connect with Brands on Social Media
November 07 by Brian CantorHere’s a question many social media and online CRM advocates hope never gets asked: what do customers actually want to get out of their social engagements? [eventPDF] Interacting with cus...
McDonald’s Improves Customer Experience, Brand Loyalty Through Local Engagement
October 19 by Brian CantorIn a report on Wal-Mart’s new localized social CRM strategy, Call Center IQ identified McDonald’s as an example of a brand that, despite being global, is best known to customers as a sin...
Mistakes Companies are Making with Social Media for Customer Service
October 10 by Brian CantorGenerally, most companies are facing two realities in regards to social media: they cannot escape dialogue about how important it is, and yet they have seen only glimpses of the supposed benefits....