leaders
2021 CX & Customer Contact Predictions
February 02 by CCW DigitalWhen it comes to the science of customer experience, at no point in history have consumers had a shorter attention span when receiving a product or service from a brand. Along with many other pre-exis...
10 Skills All Great Contact Center Leaders Need
December 19 by Brian CantorAn organization can embrace a vision of customer centricity. It can hire talented customer service representatives. It can invest in a plethora of innovative tools and technologies.These p...
Allan Leighton on the Characteristics of the Best Leaders
October 19 by CCW Digital EditorDon't do things just to be popular, do them because they're the right things to do! As a result you'll be greatly admired because the business is successful; and at the end of the day it's all about...
Seven Manageable Business Paradoxes: Using the Power of Passion to Exploit Tough Times and Win New Customers
June 08 by James LucasThere is one large business truth in traumatic times: either you’re exploiting change, or change is exploiting you. The understandable norm is to hunker down. This can work only as long as cus...