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CCW DIGITAL
CCW Digital provides research, news, blogs, podcasts, webinars, whitepapers, training, and technology insights for call center, customer experience, customer contact, customer service and marketing professionals. More than 150,000 members access our free contentdaily.
EVENTS | CCW DIGITAL Events. CCW Digital's conferences bring thousands of customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking.2021 CCW LAS VEGAS
Customer Contact Week is the world's #1 customer contact event series for CX, customer care and customer contact executives. Join us at Caesars Forum for CCW Las Vegas 2021 to network, learn, and grow your business, all in a safe and healthy environment. THE ROI OF AN EMPLOYEE-CENTRIC CULTURE A 2019 study by the Society of Workforce Planning Professionals showed the average contact center turnover rate to be between 30-45%. Turnover rates for all industries hovers around 18%. Anything higher can be damaging to your business, let alone 30-45%. In fact, numerous studies have shown that the cost of replacing an employee is about one WHAT IS CONCIERGE-STYLE CUSTOMER SERVICE? 5 WAYS YOU CAN Here are five ways to offer concierge-style customer service. 1. Offer unexpected amenities/perks. “Surprise and delight,” now a buzzword in CX influencer circles, is at the core of concierge-style customer service. Unexpected amenities and perks are the quickest way to CCW VIRTUAL EXCHANGE JUNE The CCW Virtual Exchange is part of the world's largest customer contact event series. This invitation-only virtual event is built for today's senior CX and Customer Contact Leaders as they aim to benchmark, connect, and identify solutions to critical businesschallenges in
6 BRANDS THAT HANDLED CUSTOMER COMPLAINTS ON SOCIAL MEDIA 1. Delta Airlines applies logic in Ann Coulter Twitter rant. A landmark case in celebrities versus brands on social media, conservative political pundit Ann Coulter’s two-day Twitter tirade against Delta Airlines for switching her seat due to a system glitch made national headlines. It also raised the question of whether Twitter’s status as HOW CHIPOTLE REGAINED CUSTOMER TRUST AFTER THE E. COLI On the heels of a 2015 food safety crisis involving an E. Coli and norovirus outbreak, Chipotle struggled to regain consumer trust.After the fast-casual restaurant chain closed 43 locations in Washington and Oregon, federal officials declared the outbreak over in February 2016, but the brand did not recover easily.. Profits fell 44 percent and shares were down by 40 percent in 2018 asCCW EUROPE DIGITAL
The New Digital Customer Engagement for the New (Ab)Normal. 2021-06-01 by Amy Tuvey. Insights from EGain exploring the importance of digital customer engagement, as the new (ab)normal requires businesses to do more with digital to succeed and grow in this environment. HERE'S HOW DELL USED LIVE CHAT TO OPTIMIZE E-COMMERCE FOR Despite its vast retail presence and household-name status, PC maker Dell relies heavily on e-commerce – to the tune of $15 billion in annual sales, 75 percent of which is B2B. It was one of the first companies to introduce live chat to its customer support division 15 years ago, eventually expanding this capability to the salesdepartment.
CCW DIGITAL
CCW Digital provides research, news, blogs, podcasts, webinars, whitepapers, training, and technology insights for call center, customer experience, customer contact, customer service and marketing professionals. More than 150,000 members access our free contentdaily.
EVENTS | CCW DIGITAL Events. CCW Digital's conferences bring thousands of customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking.2021 CCW LAS VEGAS
Customer Contact Week is the world's #1 customer contact event series for CX, customer care and customer contact executives. Join us at Caesars Forum for CCW Las Vegas 2021 to network, learn, and grow your business, all in a safe and healthy environment. THE ROI OF AN EMPLOYEE-CENTRIC CULTURE A 2019 study by the Society of Workforce Planning Professionals showed the average contact center turnover rate to be between 30-45%. Turnover rates for all industries hovers around 18%. Anything higher can be damaging to your business, let alone 30-45%. In fact, numerous studies have shown that the cost of replacing an employee is about one WHAT IS CONCIERGE-STYLE CUSTOMER SERVICE? 5 WAYS YOU CAN Here are five ways to offer concierge-style customer service. 1. Offer unexpected amenities/perks. “Surprise and delight,” now a buzzword in CX influencer circles, is at the core of concierge-style customer service. Unexpected amenities and perks are the quickest way to CCW VIRTUAL EXCHANGE JUNE The CCW Virtual Exchange is part of the world's largest customer contact event series. This invitation-only virtual event is built for today's senior CX and Customer Contact Leaders as they aim to benchmark, connect, and identify solutions to critical businesschallenges in
6 BRANDS THAT HANDLED CUSTOMER COMPLAINTS ON SOCIAL MEDIA 1. Delta Airlines applies logic in Ann Coulter Twitter rant. A landmark case in celebrities versus brands on social media, conservative political pundit Ann Coulter’s two-day Twitter tirade against Delta Airlines for switching her seat due to a system glitch made national headlines. It also raised the question of whether Twitter’s status as HOW CHIPOTLE REGAINED CUSTOMER TRUST AFTER THE E. COLI On the heels of a 2015 food safety crisis involving an E. Coli and norovirus outbreak, Chipotle struggled to regain consumer trust.After the fast-casual restaurant chain closed 43 locations in Washington and Oregon, federal officials declared the outbreak over in February 2016, but the brand did not recover easily.. Profits fell 44 percent and shares were down by 40 percent in 2018 asCCW EUROPE DIGITAL
The New Digital Customer Engagement for the New (Ab)Normal. 2021-06-01 by Amy Tuvey. Insights from EGain exploring the importance of digital customer engagement, as the new (ab)normal requires businesses to do more with digital to succeed and grow in this environment. HERE'S HOW DELL USED LIVE CHAT TO OPTIMIZE E-COMMERCE FOR Despite its vast retail presence and household-name status, PC maker Dell relies heavily on e-commerce – to the tune of $15 billion in annual sales, 75 percent of which is B2B. It was one of the first companies to introduce live chat to its customer support division 15 years ago, eventually expanding this capability to the salesdepartment.
EVENTS | CCW DIGITAL Events. CCW Digital's conferences bring thousands of customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking. CCW EXCELLENCE AWARDS 2020 The CCW Excellence Awards honor, recognize and promote individuals and teams who have made a commitment to driving superior contact center and CX performance. The awards are dedicated to recognizing world-class thinking, creativity and execution across the HOW PROFITLESS START-UPS CREATED UNREALISTIC CUSTOMER Apps like Uber and Doordash have become staples in customers’ lives, but the cost of using these innovative services is slowly growing as they transition away from their early days as startups. Here we discuss the impact of startups' subsidized pricing structures on customer expectations. THE ROI OF AN EMPLOYEE-CENTRIC CULTURE A 2019 study by the Society of Workforce Planning Professionals showed the average contact center turnover rate to be between 30-45%. Turnover rates for all industries hovers around 18%. Anything higher can be damaging to your business, let alone 30-45%. In fact, numerous studies have shown that the cost of replacing an employee is about one INSTAGRAM WANTS TO IMPROVE CX ON SOCIAL WITH THIS NEW As customers continue to indulge in social media shopping, platforms are now adding new features to enhance eCommerce offerings. Instagram recently introduced a new API for its messenger service to optimize interactions and deliver a high-quality ZOOM HAPPY HOUR NOT CUTTING IT? TRY VIRTUAL LUNCH TO RE Remote workdays are becoming the new norm; since the start of the pandemic, companies have attempted to reinspire the spontaneous conversations that once sparked innovation and creativity. Some are now working to include this kind of collaboration with Zoom lunches. 5 WAYS TO STOP ARGUING WITH CUSTOMERS Indeed, the best way to avoid an argumentative interaction is to take the customer’s side. You may not objectively agree with the customer, and you may not accept their specific demands. A productive, customer-centric interaction, however, requires that you set their fundamental desire as the objective for the call. TD BANK DESIGNED AN OMNICHANNEL STRATEGY FROM SCRATCH When a TD Bank executive tallied up the value of all the abandoned applications customers started in digital channels and never finished, it came to the tune of $1 billion in lost revenue.. Clearly, something was amiss - namely, the bank’s omnichannel strategy, which was creating unnecessary customer effort and dissuading prospects from completing a purchase. MCDONALD'S IMPROVES CUSTOMER EXPERIENCE BY IMPROVING McDonald’s thus has undeniably stronger human capital, which serves as a valuable asset when working to improve the customer experience. Better Training and Practices. Happy, loyal agents are inherently beneficial to customer experience strategy. Their happiness will lead to more pleasant interactions with customers – and with otheremployees.
4 COMPANIES USING MACHINE LEARNING TO KEEP A CLOSE EYE ON Domino’s recently introduced the Dom Pizza Checker to its Australia and New Zealand locations, a new tool that utilizes in-store cameras to “use advanced machine learning, artificial intelligence and sensor technology to identify pizza type, even topping distribution and correct toppings.”. If employees do not execute the ordercorrectly
CCW DIGITAL
CCW Digital provides research, news, blogs, podcasts, webinars, whitepapers, training, and technology insights for call center, customer experience, customer contact, customer service and marketing professionals. More than 150,000 members access our free contentdaily.
EVENTS | CCW DIGITAL Events. CCW Digital's conferences bring thousands of customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking.2021 CCW LAS VEGAS
Customer Contact Week is the world's #1 customer contact event series for CX, customer care and customer contact executives. Join us at Caesars Forum for CCW Las Vegas 2021 to network, learn, and grow your business, all in a safe and healthy environment. WHAT IS CONCIERGE-STYLE CUSTOMER SERVICE? 5 WAYS YOU CAN Here are five ways to offer concierge-style customer service. 1. Offer unexpected amenities/perks. “Surprise and delight,” now a buzzword in CX influencer circles, is at the core of concierge-style customer service. Unexpected amenities and perks are the quickest way to THE ROI OF AN EMPLOYEE-CENTRIC CULTURE A 2019 study by the Society of Workforce Planning Professionals showed the average contact center turnover rate to be between 30-45%. Turnover rates for all industries hovers around 18%. Anything higher can be damaging to your business, let alone 30-45%. In fact, numerous studies have shown that the cost of replacing an employee is about one2021 CCW NASHVILLE
Get 2 free passes for CCW in Nashville when you register during our B1G2 promo through Friday, June 25th! The promo will automatically apply when you register three end user attendees. We’re planning 3 CCWs in 2021 with inspiring event programs, expert speakers and state-of-the-art solutions to offer you the most impactful live event CCW VIRTUAL EXCHANGE JUNE The CCW Virtual Exchange is part of the world's largest customer contact event series. This invitation-only virtual event is built for today's senior CX and Customer Contact Leaders as they aim to benchmark, connect, and identify solutions to critical businesschallenges in
6 BRANDS THAT HANDLED CUSTOMER COMPLAINTS ON SOCIAL MEDIA 1. Delta Airlines applies logic in Ann Coulter Twitter rant. A landmark case in celebrities versus brands on social media, conservative political pundit Ann Coulter’s two-day Twitter tirade against Delta Airlines for switching her seat due to a system glitch made national headlines. It also raised the question of whether Twitter’s status as HOW CHIPOTLE REGAINED CUSTOMER TRUST AFTER THE E. COLI On the heels of a 2015 food safety crisis involving an E. Coli and norovirus outbreak, Chipotle struggled to regain consumer trust.After the fast-casual restaurant chain closed 43 locations in Washington and Oregon, federal officials declared the outbreak over in February 2016, but the brand did not recover easily.. Profits fell 44 percent and shares were down by 40 percent in 2018 asCCW EUROPE DIGITAL
The New Digital Customer Engagement for the New (Ab)Normal. 2021-06-01 by Amy Tuvey. Insights from EGain exploring the importance of digital customer engagement, as the new (ab)normal requires businesses to do more with digital to succeed and grow in this environment.CCW DIGITAL
CCW Digital provides research, news, blogs, podcasts, webinars, whitepapers, training, and technology insights for call center, customer experience, customer contact, customer service and marketing professionals. More than 150,000 members access our free contentdaily.
EVENTS | CCW DIGITAL Events. CCW Digital's conferences bring thousands of customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking.2021 CCW LAS VEGAS
Customer Contact Week is the world's #1 customer contact event series for CX, customer care and customer contact executives. Join us at Caesars Forum for CCW Las Vegas 2021 to network, learn, and grow your business, all in a safe and healthy environment. WHAT IS CONCIERGE-STYLE CUSTOMER SERVICE? 5 WAYS YOU CAN Here are five ways to offer concierge-style customer service. 1. Offer unexpected amenities/perks. “Surprise and delight,” now a buzzword in CX influencer circles, is at the core of concierge-style customer service. Unexpected amenities and perks are the quickest way to THE ROI OF AN EMPLOYEE-CENTRIC CULTURE A 2019 study by the Society of Workforce Planning Professionals showed the average contact center turnover rate to be between 30-45%. Turnover rates for all industries hovers around 18%. Anything higher can be damaging to your business, let alone 30-45%. In fact, numerous studies have shown that the cost of replacing an employee is about one2021 CCW NASHVILLE
Get 2 free passes for CCW in Nashville when you register during our B1G2 promo through Friday, June 25th! The promo will automatically apply when you register three end user attendees. We’re planning 3 CCWs in 2021 with inspiring event programs, expert speakers and state-of-the-art solutions to offer you the most impactful live event CCW VIRTUAL EXCHANGE JUNE The CCW Virtual Exchange is part of the world's largest customer contact event series. This invitation-only virtual event is built for today's senior CX and Customer Contact Leaders as they aim to benchmark, connect, and identify solutions to critical businesschallenges in
6 BRANDS THAT HANDLED CUSTOMER COMPLAINTS ON SOCIAL MEDIA 1. Delta Airlines applies logic in Ann Coulter Twitter rant. A landmark case in celebrities versus brands on social media, conservative political pundit Ann Coulter’s two-day Twitter tirade against Delta Airlines for switching her seat due to a system glitch made national headlines. It also raised the question of whether Twitter’s status as HOW CHIPOTLE REGAINED CUSTOMER TRUST AFTER THE E. COLI On the heels of a 2015 food safety crisis involving an E. Coli and norovirus outbreak, Chipotle struggled to regain consumer trust.After the fast-casual restaurant chain closed 43 locations in Washington and Oregon, federal officials declared the outbreak over in February 2016, but the brand did not recover easily.. Profits fell 44 percent and shares were down by 40 percent in 2018 asCCW EUROPE DIGITAL
The New Digital Customer Engagement for the New (Ab)Normal. 2021-06-01 by Amy Tuvey. Insights from EGain exploring the importance of digital customer engagement, as the new (ab)normal requires businesses to do more with digital to succeed and grow in this environment. EVENTS | CCW DIGITAL Events. CCW Digital's conferences bring thousands of customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking. SPECIAL REPORT: NEW TIPS FOR EMPLOYEE ENGAGEMENT 2020 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. THE ROI OF AN EMPLOYEE-CENTRIC CULTURE A 2019 study by the Society of Workforce Planning Professionals showed the average contact center turnover rate to be between 30-45%. Turnover rates for all industries hovers around 18%. Anything higher can be damaging to your business, let alone 30-45%. In fact, numerous studies have shown that the cost of replacing an employee is about one OVERCOMING STEREOTYPES IN THE WORKPLACE AS GENDER Gender inequalities in the workplace are detrimental to success, and they must be addressed as gaps in the pandemic impacted workforce climb. In a recent study by PwC, research suggests that the pandemic actually set progress towards gender equality in the workplace back to levels recorded in 2017.. This setback may be attributed to the disproportionate unemployment rates women ZOOM HAPPY HOUR NOT CUTTING IT? TRY VIRTUAL LUNCH TO RE Zoom Happy Hour Not Cutting It? Try Virtual Lunch to Re-Inspire Collaboration. Remote workdays are becoming the new norm; since the start of the pandemic, companies have attempted to reinspire the spontaneous conversations that once sparked innovation and creativity. In recreating the traditional in-office workday, some establishedweekly zoom
SPECIAL REPORT: THE EVOLUTION OF DIGITAL CUSTOMER Customer experiences are rapidly becoming more digital. User experiences, centered around changing consumer demands are becoming more digital. And more organizations are focusing on adapting to digital engagement strategies. 7 TIPS FOR BEING MORE ASSERTIVE (AND SUCCESSFUL) IN 3. When we are “true to our feelings,” we tend to be more assertive. 4. When we “speak from experience,” we tend to be more assertive. 5. When we can “look others in the eye,” and not shy away from fear, we tend to be more assertive. 6. When we “stopcaring
HOW PROFITLESS START-UPS CREATED UNREALISTIC CUSTOMER Apps like Uber and Doordash have become staples in customers’ lives, but the cost of using these innovative services is slowly growing as they transition away from their early days as startups. Here we discuss the impact of startups' subsidized pricing structures on customer expectations. AMAZON'S NEW SIDEWALK FEATURE SPARKS PRIVACY CONCERNS Amazon’s new Sidewalk service aims to keep devices better connected and simplify setup by extending the range of low-bandwidth devices through “mesh networks”. However, the announcement set off red flags for privacy experts wary of sharing their WiFi INSTAGRAM WANTS TO IMPROVE CX ON SOCIAL WITH THIS NEW As customers continue to indulge in social media shopping, platforms are now adding new features to enhance eCommerce offerings. Instagram recently introduced a new API for its messenger service to optimize interactions and deliver a high-qualityCCW DIGITAL
CCW Digital provides research, news, blogs, podcasts, webinars, whitepapers, training, and technology insights for call center, customer experience, customer contact, customer service and marketing professionals. More than 150,000 members access our free contentdaily.
EVENTS | CCW DIGITAL Events. CCW Digital's conferences bring thousands of customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking.2021 CCW LAS VEGAS
Customer Contact Week is the world's #1 customer contact event series for CX, customer care and customer contact executives. Join us at Caesars Forum for CCW Las Vegas 2021 to network, learn, and grow your business, all in a safe and healthy environment. WHAT IS CONCIERGE-STYLE CUSTOMER SERVICE? 5 WAYS YOU CAN Here are five ways to offer concierge-style customer service. 1. Offer unexpected amenities/perks. “Surprise and delight,” now a buzzword in CX influencer circles, is at the core of concierge-style customer service. Unexpected amenities and perks are the quickest way to THE ROI OF AN EMPLOYEE-CENTRIC CULTURE A 2019 study by the Society of Workforce Planning Professionals showed the average contact center turnover rate to be between 30-45%. Turnover rates for all industries hovers around 18%. Anything higher can be damaging to your business, let alone 30-45%. In fact, numerous studies have shown that the cost of replacing an employee is about one2021 CCW NASHVILLE
Get 2 free passes for CCW in Nashville when you register during our B1G2 promo through Friday, June 25th! The promo will automatically apply when you register three end user attendees. We’re planning 3 CCWs in 2021 with inspiring event programs, expert speakers and state-of-the-art solutions to offer you the most impactful live event CCW VIRTUAL EXCHANGE JUNE The CCW Virtual Exchange is part of the world's largest customer contact event series. This invitation-only virtual event is built for today's senior CX and Customer Contact Leaders as they aim to benchmark, connect, and identify solutions to critical businesschallenges in
6 BRANDS THAT HANDLED CUSTOMER COMPLAINTS ON SOCIAL MEDIA 1. Delta Airlines applies logic in Ann Coulter Twitter rant. A landmark case in celebrities versus brands on social media, conservative political pundit Ann Coulter’s two-day Twitter tirade against Delta Airlines for switching her seat due to a system glitch made national headlines. It also raised the question of whether Twitter’s status as HOW CHIPOTLE REGAINED CUSTOMER TRUST AFTER THE E. COLI On the heels of a 2015 food safety crisis involving an E. Coli and norovirus outbreak, Chipotle struggled to regain consumer trust.After the fast-casual restaurant chain closed 43 locations in Washington and Oregon, federal officials declared the outbreak over in February 2016, but the brand did not recover easily.. Profits fell 44 percent and shares were down by 40 percent in 2018 asCCW EUROPE DIGITAL
The New Digital Customer Engagement for the New (Ab)Normal. 2021-06-01 by Amy Tuvey. Insights from EGain exploring the importance of digital customer engagement, as the new (ab)normal requires businesses to do more with digital to succeed and grow in this environment.CCW DIGITAL
CCW Digital provides research, news, blogs, podcasts, webinars, whitepapers, training, and technology insights for call center, customer experience, customer contact, customer service and marketing professionals. More than 150,000 members access our free contentdaily.
EVENTS | CCW DIGITAL Events. CCW Digital's conferences bring thousands of customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking.2021 CCW LAS VEGAS
Customer Contact Week is the world's #1 customer contact event series for CX, customer care and customer contact executives. Join us at Caesars Forum for CCW Las Vegas 2021 to network, learn, and grow your business, all in a safe and healthy environment. WHAT IS CONCIERGE-STYLE CUSTOMER SERVICE? 5 WAYS YOU CAN Here are five ways to offer concierge-style customer service. 1. Offer unexpected amenities/perks. “Surprise and delight,” now a buzzword in CX influencer circles, is at the core of concierge-style customer service. Unexpected amenities and perks are the quickest way to THE ROI OF AN EMPLOYEE-CENTRIC CULTURE A 2019 study by the Society of Workforce Planning Professionals showed the average contact center turnover rate to be between 30-45%. Turnover rates for all industries hovers around 18%. Anything higher can be damaging to your business, let alone 30-45%. In fact, numerous studies have shown that the cost of replacing an employee is about one2021 CCW NASHVILLE
Get 2 free passes for CCW in Nashville when you register during our B1G2 promo through Friday, June 25th! The promo will automatically apply when you register three end user attendees. We’re planning 3 CCWs in 2021 with inspiring event programs, expert speakers and state-of-the-art solutions to offer you the most impactful live event CCW VIRTUAL EXCHANGE JUNE The CCW Virtual Exchange is part of the world's largest customer contact event series. This invitation-only virtual event is built for today's senior CX and Customer Contact Leaders as they aim to benchmark, connect, and identify solutions to critical businesschallenges in
6 BRANDS THAT HANDLED CUSTOMER COMPLAINTS ON SOCIAL MEDIA 1. Delta Airlines applies logic in Ann Coulter Twitter rant. A landmark case in celebrities versus brands on social media, conservative political pundit Ann Coulter’s two-day Twitter tirade against Delta Airlines for switching her seat due to a system glitch made national headlines. It also raised the question of whether Twitter’s status as HOW CHIPOTLE REGAINED CUSTOMER TRUST AFTER THE E. COLI On the heels of a 2015 food safety crisis involving an E. Coli and norovirus outbreak, Chipotle struggled to regain consumer trust.After the fast-casual restaurant chain closed 43 locations in Washington and Oregon, federal officials declared the outbreak over in February 2016, but the brand did not recover easily.. Profits fell 44 percent and shares were down by 40 percent in 2018 asCCW EUROPE DIGITAL
The New Digital Customer Engagement for the New (Ab)Normal. 2021-06-01 by Amy Tuvey. Insights from EGain exploring the importance of digital customer engagement, as the new (ab)normal requires businesses to do more with digital to succeed and grow in this environment. EVENTS | CCW DIGITAL Events. CCW Digital's conferences bring thousands of customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking. SPECIAL REPORT: NEW TIPS FOR EMPLOYEE ENGAGEMENT 2020 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. THE ROI OF AN EMPLOYEE-CENTRIC CULTURE A 2019 study by the Society of Workforce Planning Professionals showed the average contact center turnover rate to be between 30-45%. Turnover rates for all industries hovers around 18%. Anything higher can be damaging to your business, let alone 30-45%. In fact, numerous studies have shown that the cost of replacing an employee is about one OVERCOMING STEREOTYPES IN THE WORKPLACE AS GENDER Gender inequalities in the workplace are detrimental to success, and they must be addressed as gaps in the pandemic impacted workforce climb. In a recent study by PwC, research suggests that the pandemic actually set progress towards gender equality in the workplace back to levels recorded in 2017.. This setback may be attributed to the disproportionate unemployment rates women ZOOM HAPPY HOUR NOT CUTTING IT? TRY VIRTUAL LUNCH TO RE Zoom Happy Hour Not Cutting It? Try Virtual Lunch to Re-Inspire Collaboration. Remote workdays are becoming the new norm; since the start of the pandemic, companies have attempted to reinspire the spontaneous conversations that once sparked innovation and creativity. In recreating the traditional in-office workday, some establishedweekly zoom
SPECIAL REPORT: THE EVOLUTION OF DIGITAL CUSTOMER Customer experiences are rapidly becoming more digital. User experiences, centered around changing consumer demands are becoming more digital. And more organizations are focusing on adapting to digital engagement strategies. 7 TIPS FOR BEING MORE ASSERTIVE (AND SUCCESSFUL) IN 3. When we are “true to our feelings,” we tend to be more assertive. 4. When we “speak from experience,” we tend to be more assertive. 5. When we can “look others in the eye,” and not shy away from fear, we tend to be more assertive. 6. When we “stopcaring
HOW PROFITLESS START-UPS CREATED UNREALISTIC CUSTOMER Apps like Uber and Doordash have become staples in customers’ lives, but the cost of using these innovative services is slowly growing as they transition away from their early days as startups. Here we discuss the impact of startups' subsidized pricing structures on customer expectations. AMAZON'S NEW SIDEWALK FEATURE SPARKS PRIVACY CONCERNS Amazon’s new Sidewalk service aims to keep devices better connected and simplify setup by extending the range of low-bandwidth devices through “mesh networks”. However, the announcement set off red flags for privacy experts wary of sharing their WiFi INSTAGRAM WANTS TO IMPROVE CX ON SOCIAL WITH THIS NEW As customers continue to indulge in social media shopping, platforms are now adding new features to enhance eCommerce offerings. Instagram recently introduced a new API for its messenger service to optimize interactions and deliver a high-quality2021 CCW LAS VEGAS
Customer Contact Week is the world's #1 customer contact event series for CX, customer care and customer contact executives. Join us at Caesars Forum for CCW Las Vegas 2021 to network, learn, and grow your business, all in a safe and healthy environment. CCW EXCELLENCE AWARDS 2020 The CCW Excellence Awards honor, recognize and promote individuals and teams who have made a commitment to driving superior contact center and CX performance. The awards are dedicated to recognizing world-class thinking, creativity and execution across the CCW VIRTUAL EXCHANGE JUNE The CCW Virtual Exchange is part of the world's largest customer contact event series. This invitation-only virtual event is built for today's senior CX and Customer Contact Leaders as they aim to benchmark, connect, and identify solutions to critical businesschallenges in
TD BANK DESIGNED AN OMNICHANNEL STRATEGY FROM SCRATCH 04/11/2019. When a TD Bank executive tallied up the value of all the abandoned applications customers started in digital channels and never finished, it came to the tune of $1 billion in lost revenue. Clearly, something was amiss - namely, the bank’s omnichannel strategy, which was creating unnecessary customer effort and dissuading prospects 4 COMPANIES USING MACHINE LEARNING TO KEEP A CLOSE EYE ON Domino’s recently introduced the Dom Pizza Checker to its Australia and New Zealand locations, a new tool that utilizes in-store cameras to “use advanced machine learning, artificial intelligence and sensor technology to identify pizza type, even topping distribution and correct toppings.”. If employees do not execute the ordercorrectly
HOW UNDER ARMOUR ALIGNED FRONT-LINE EMPLOYEES WITH THEIR UA once dominated cold gear in the sports apparel industry. But with the emergence of new product lines in the market from powerhouses like Nike and Adidas in 2013, the company forgot what Under Armour stood for.Everyone did. In 2013 Under Armour was headed towards a darkdirection.
6 BRANDS THAT HANDLED CUSTOMER COMPLAINTS ON SOCIAL MEDIA 1. Delta Airlines applies logic in Ann Coulter Twitter rant. A landmark case in celebrities versus brands on social media, conservative political pundit Ann Coulter’s two-day Twitter tirade against Delta Airlines for switching her seat due to a system glitch made national headlines. It also raised the question of whether Twitter’s status as HERE'S HOW DELL USED LIVE CHAT TO OPTIMIZE E-COMMERCE FOR Despite its vast retail presence and household-name status, PC maker Dell relies heavily on e-commerce – to the tune of $15 billion in annual sales, 75 percent of which is B2B. It was one of the first companies to introduce live chat to its customer support division 15 years ago, eventually expanding this capability to the salesdepartment.
REINVENTING THE PATIENT EXPERIENCE AT THE DEPARTMENT OFSEE MORE ON CUSTOMERCONTACTWEEKDIGITAL.COMCCW EUROPE DIGITAL
The New Digital Customer Engagement for the New (Ab)Normal. 2021-06-01 by Amy Tuvey. Insights from EGain exploring the importance of digital customer engagement, as the new (ab)normal requires businesses to do more with digital to succeed and grow in this environment.2021 CCW LAS VEGAS
Customer Contact Week is the world's #1 customer contact event series for CX, customer care and customer contact executives. Join us at Caesars Forum for CCW Las Vegas 2021 to network, learn, and grow your business, all in a safe and healthy environment. CCW EXCELLENCE AWARDS 2020 The CCW Excellence Awards honor, recognize and promote individuals and teams who have made a commitment to driving superior contact center and CX performance. The awards are dedicated to recognizing world-class thinking, creativity and execution across the CCW VIRTUAL EXCHANGE JUNE The CCW Virtual Exchange is part of the world's largest customer contact event series. This invitation-only virtual event is built for today's senior CX and Customer Contact Leaders as they aim to benchmark, connect, and identify solutions to critical businesschallenges in
TD BANK DESIGNED AN OMNICHANNEL STRATEGY FROM SCRATCH 04/11/2019. When a TD Bank executive tallied up the value of all the abandoned applications customers started in digital channels and never finished, it came to the tune of $1 billion in lost revenue. Clearly, something was amiss - namely, the bank’s omnichannel strategy, which was creating unnecessary customer effort and dissuading prospects 4 COMPANIES USING MACHINE LEARNING TO KEEP A CLOSE EYE ON Domino’s recently introduced the Dom Pizza Checker to its Australia and New Zealand locations, a new tool that utilizes in-store cameras to “use advanced machine learning, artificial intelligence and sensor technology to identify pizza type, even topping distribution and correct toppings.”. If employees do not execute the ordercorrectly
HOW UNDER ARMOUR ALIGNED FRONT-LINE EMPLOYEES WITH THEIR UA once dominated cold gear in the sports apparel industry. But with the emergence of new product lines in the market from powerhouses like Nike and Adidas in 2013, the company forgot what Under Armour stood for.Everyone did. In 2013 Under Armour was headed towards a darkdirection.
6 BRANDS THAT HANDLED CUSTOMER COMPLAINTS ON SOCIAL MEDIA 1. Delta Airlines applies logic in Ann Coulter Twitter rant. A landmark case in celebrities versus brands on social media, conservative political pundit Ann Coulter’s two-day Twitter tirade against Delta Airlines for switching her seat due to a system glitch made national headlines. It also raised the question of whether Twitter’s status as HERE'S HOW DELL USED LIVE CHAT TO OPTIMIZE E-COMMERCE FOR Despite its vast retail presence and household-name status, PC maker Dell relies heavily on e-commerce – to the tune of $15 billion in annual sales, 75 percent of which is B2B. It was one of the first companies to introduce live chat to its customer support division 15 years ago, eventually expanding this capability to the salesdepartment.
REINVENTING THE PATIENT EXPERIENCE AT THE DEPARTMENT OFSEE MORE ON CUSTOMERCONTACTWEEKDIGITAL.COMCCW EUROPE DIGITAL
The New Digital Customer Engagement for the New (Ab)Normal. 2021-06-01 by Amy Tuvey. Insights from EGain exploring the importance of digital customer engagement, as the new (ab)normal requires businesses to do more with digital to succeed and grow in this environment.CCW DIGITAL
CCW Digital provides research, news, blogs, podcasts, webinars, whitepapers, training, and technology insights for call center, customer experience, customer contact, customer service and marketing professionals. More than 150,000 members access our free contentdaily.
HOW TO IMPROVE WELLNESS IN THE WORKPLACE Mental health and wellness have come to the forefront as feelings of isolation increased and social interactions dwindled. Employers made it a priority to include initiatives that address the well-being of their employees. However, with a year behind us, some of these solutions aren’t cutting it. SPECIAL REPORT: NEW TIPS FOR EMPLOYEE ENGAGEMENT 2020 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. SPECIAL REPORT: THE EVOLUTION OF DIGITAL CUSTOMER Customer experiences are rapidly becoming more digital. User experiences, centered around changing consumer demands are becoming more digital. And more organizations are focusing on adapting to digital engagement strategies. WHAT IS CONCIERGE-STYLE CUSTOMER SERVICE? 5 WAYS YOU CAN Here are five ways to offer concierge-style customer service. 1. Offer unexpected amenities/perks. “Surprise and delight,” now a buzzword in CX influencer circles, is at the core of concierge-style customer service. Unexpected amenities and perks are the quickest way to HOW PROFITLESS START-UPS CREATED UNREALISTIC CUSTOMER Apps like Uber and Doordash have become staples in customers’ lives, but the cost of using these innovative services is slowly growing as they transition away from their early days as startups. Here we discuss the impact of startups' subsidized pricing structures on customer expectations. NEW RESEARCH SHOWS LOYALTY PROGRAMS IMPROVE CUSTOMER With loyalty programs gaining traction, it's worth considering whether or not they are actually effective as a customer retention tool. Researchers set out to do just that, in a new study investigating the effectiveness of loyalty programs by measuring their overallprofitability.
AMAZON'S NEW SIDEWALK FEATURE SPARKS PRIVACY CONCERNS Amazon’s new Sidewalk service aims to keep devices better connected and simplify setup by extending the range of low-bandwidth devices through “mesh networks”. However, the announcement set off red flags for privacy experts wary of sharing their WiFi INSTAGRAM WANTS TO IMPROVE CX ON SOCIAL WITH THIS NEW As customers continue to indulge in social media shopping, platforms are now adding new features to enhance eCommerce offerings. Instagram recently introduced a new API for its messenger service to optimize interactions and deliver a high-quality HOW UNDER ARMOUR ALIGNED FRONT-LINE EMPLOYEES WITH THEIR UA once dominated cold gear in the sports apparel industry. But with the emergence of new product lines in the market from powerhouses like Nike and Adidas in 2013, the company forgot what Under Armour stood for.Everyone did. In 2013 Under Armour was headed towards a darkdirection.
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CCW Digital provides research, news, blogs, podcasts, webinars, whitepapers, training, and technology insights for call center, customer experience, customer contact, customer service and marketing professionals. More than 150,000 members access our free contentdaily.
EVENTS | CCW DIGITAL Events. CCW Digital's conferences bring thousands of customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking. CCW EXCELLENCE AWARDS 2020 The CCW Excellence Awards honor, recognize and promote individuals and teams who have made a commitment to driving superior contact center and CX performance. The awards are dedicated to recognizing world-class thinking, creativity and execution across the INSIDE L’ORÉAL’S REVAMPED CUSTOMER SERVICE MODEL Facial recognition, Influencer Marketing, (creepily) personalized machine learning, and a number of other standard business practices (unprecedented in the previous decade) now regularly impact our lives, notably determining which brands we choose to WHAT IS CONCIERGE-STYLE CUSTOMER SERVICE? 5 WAYS YOU CAN What Is Concierge-Style Customer Service? 5 Ways You Can Offer It Concierge customer service isn't just for hotels; it's a white-glove level of service designed to elicit next-level customer loyalty HOW CHIPOTLE REGAINED CUSTOMER TRUST AFTER THE E. COLI On the heels of a 2015 food safety crisis involving an E. Coli and norovirus outbreak, Chipotle struggled to regain consumer trust.After the fast-casual restaurant chain closed 43 locations in Washington and Oregon, federal officials declared the outbreak over in February 2016, but the brand did not recover easily.. Profits fell 44 percent and shares were down by 40 percent in 2018 asCCW EUROPE DIGITAL
Already an IQPC Community Member? Sign in Here or Forgot Password Sign up now and get FREE access to our extensive library of reports, infographics, whitepapers, webinars and online events from the world’s foremost thought leaders. HOW UNDER ARMOUR ALIGNED FRONT-LINE EMPLOYEES WITH THEIR UA once dominated cold gear in the sports apparel industry. But with the emergence of new product lines in the market from powerhouses like Nike and Adidas in 2013, the company forgot what Under Armour stood for.Everyone did. In 2013 Under Armour was headed towards a darkdirection.
6 BRANDS THAT HANDLED CUSTOMER COMPLAINTS ON SOCIAL MEDIABEST SOCIAL MEDIA PLATFORMSFIRST SOCIAL MEDIA PLATFORM EVERLIST OF SOCIAL MEDIA PLATFORMSMOST USED SOCIAL MEDIA PLATFORMSNEW SOCIAL MEDIA PLATFORMS 2020REPUBLICAN SOCIAL MEDIA PLATFORM 6 Brands that Handled Customer Complaints on Social Media Like A Boss Sometimes, humor is the way to go. Or standing your ground. Addbookmark
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Meet our excellent team working behind the scenes of CCW Europe Digital and our market leading event series. Connect the team on Linkedin below, as well as on the Official Linkedin page which can be found here.. We look forward to connecting with you all soon and if you have any queries please do not hesitate to get in touch here!CCW DIGITAL
CCW Digital provides research, news, blogs, podcasts, webinars, whitepapers, training, and technology insights for call center, customer experience, customer contact, customer service and marketing professionals. More than 150,000 members access our free contentdaily.
EVENTS | CCW DIGITAL Events. CCW Digital's conferences bring thousands of customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking. CCW EXCELLENCE AWARDS 2020 The CCW Excellence Awards honor, recognize and promote individuals and teams who have made a commitment to driving superior contact center and CX performance. The awards are dedicated to recognizing world-class thinking, creativity and execution across the INSIDE L’ORÉAL’S REVAMPED CUSTOMER SERVICE MODEL Facial recognition, Influencer Marketing, (creepily) personalized machine learning, and a number of other standard business practices (unprecedented in the previous decade) now regularly impact our lives, notably determining which brands we choose to WHAT IS CONCIERGE-STYLE CUSTOMER SERVICE? 5 WAYS YOU CAN What Is Concierge-Style Customer Service? 5 Ways You Can Offer It Concierge customer service isn't just for hotels; it's a white-glove level of service designed to elicit next-level customer loyalty HOW CHIPOTLE REGAINED CUSTOMER TRUST AFTER THE E. COLI On the heels of a 2015 food safety crisis involving an E. Coli and norovirus outbreak, Chipotle struggled to regain consumer trust.After the fast-casual restaurant chain closed 43 locations in Washington and Oregon, federal officials declared the outbreak over in February 2016, but the brand did not recover easily.. Profits fell 44 percent and shares were down by 40 percent in 2018 asCCW EUROPE DIGITAL
Already an IQPC Community Member? Sign in Here or Forgot Password Sign up now and get FREE access to our extensive library of reports, infographics, whitepapers, webinars and online events from the world’s foremost thought leaders. HOW UNDER ARMOUR ALIGNED FRONT-LINE EMPLOYEES WITH THEIR UA once dominated cold gear in the sports apparel industry. But with the emergence of new product lines in the market from powerhouses like Nike and Adidas in 2013, the company forgot what Under Armour stood for.Everyone did. In 2013 Under Armour was headed towards a darkdirection.
6 BRANDS THAT HANDLED CUSTOMER COMPLAINTS ON SOCIAL MEDIABEST SOCIAL MEDIA PLATFORMSFIRST SOCIAL MEDIA PLATFORM EVERLIST OF SOCIAL MEDIA PLATFORMSMOST USED SOCIAL MEDIA PLATFORMSNEW SOCIAL MEDIA PLATFORMS 2020REPUBLICAN SOCIAL MEDIA PLATFORM 6 Brands that Handled Customer Complaints on Social Media Like A Boss Sometimes, humor is the way to go. Or standing your ground. Addbookmark
MEET OUR TEAM
Meet our excellent team working behind the scenes of CCW Europe Digital and our market leading event series. Connect the team on Linkedin below, as well as on the Official Linkedin page which can be found here.. We look forward to connecting with you all soon and if you have any queries please do not hesitate to get in touch here! SPECIAL REPORT: WHERE AI IS HUMANIZING CX Looking back on the advancement of customer experience over the last decade, many shifts in CX were already trending in the direction thatCOVID-19
EVENTS | CCW DIGITAL Events. CCW Digital's conferences bring thousands of customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking.2021 CCW LAS VEGAS
Customer Contact Week is the world's #1 customer contact event series for CX, customer care and customer contact executives. Join us at Caesars Forum for CCW Las Vegas 2021 to network, learn, and grow your business, all in a safe and healthy environment.2021 CCW NASHVILLE
We’re planning 3 CCWs in 2021 with inspiring event programs, expert speakers and state-of-the-art solutions to offer you the most impactful live event experiences you’ll have this year. 3 events provide flexibility for company policies, travel restrictions, andyour comfort level.
INSIDE L’ORÉAL’S REVAMPED CUSTOMER SERVICE MODEL Facial recognition, Influencer Marketing, (creepily) personalized machine learning, and a number of other standard business practices (unprecedented in the previous decade) now regularly impact our lives, notably determining which brands we choose to 5 WAYS TO STOP ARGUING WITH CUSTOMERS They’re supposed to be opportunities to build meaningful, long-term relationships with customers. Why, then, are customer service interactions often so contentious? CCW VIRTUAL EXCHANGE JUNE The CCW Virtual Exchange is part of the world's largest customer contact event series. This invitation-only virtual event is built for today's senior CX and Customer Contact Leaders as they aim to benchmark, connect, and identify solutions to critical businesschallenges in
7 TIPS FOR BEING MORE ASSERTIVE (AND SUCCESSFUL) IN Being assertive is challenging for many individuals. It can be a particularly daunting task for customer service representatives. Not simply restricted by their own ability to be assertive, these individuals also dwell on how their assertiveness – if mistaken as aggression – could impact the customer experience. HOW UNDER ARMOUR ALIGNED FRONT-LINE EMPLOYEES WITH THEIR UA once dominated cold gear in the sports apparel industry. But with the emergence of new product lines in the market from powerhouses like Nike and Adidas in 2013, the company forgot what Under Armour stood for.Everyone did. In 2013 Under Armour was headed towards a darkdirection.
4 COMPANIES USING MACHINE LEARNING TO KEEP A CLOSE EYE ON Using machine learning to keep a close eye on employees can help organizations increase efficiency. But when machine learning and surveillance cameras are recording employees’ every move, it can begin to feel invasive.×
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Customer Experience Performance & Metrics Agent Engagement Customer Insights & Analytics Social, Mobile & Web Tools & Technologies06/24/2020
WEBINAR: “EXTREME SELF-SERVICE” - AUTOMATION-FIRST CUSTOMER SERVICE STRATEGIES T...06/11/2020
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SPECIAL REPORT: STATE OF THE VOICE CHANNEL __ 2020-06-02 _ by Matt Wujciak_
As you’ll see in this report, one channel will dominate the future of omnichannel, the contact center, and the entire customer service landscape in changing environments – voice.Read More...
Customer Experience
IDENTIFYING NEW CUSTOMER DEMANDS AND B2C COMMUNICATION TRENDS __ 2020-06-01 _ by Matt Wujciak_
A 10 minute read on the evolution and future of the contact center andCX as we know it.
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Customer Experience
HOW MICRO CUSTOMER EXPERIENCES ARE BECOMING THE FUTURE OF CONSUMERJOURNEY MAPPI...
__ 2020-05-29 _ by Matt Wujciak_
One of the greatest problems in customer experience right now isn’t necessarily not having enough data about our customers, it’s how we strategically go about aggregating it.Read More...
Customer Experience
WEBINAR - FROM TRIAGE TO STRATEGY: THE FUTURE OF CUSTOMER CARE POSTPANDEMIC
__ 2020-05-28
Drastically impacted by COVID-19, CX Leaders have moved mountains to lift and shift as many contact center agents into a work-from-home environment. Most of these efforts have been completed, but a...Read More...
Customer Experience
WEBINAR: CAN YOU DELIVER A GREAT DIGITAL EXPERIENCE IN TODAY'S TRYINGTIMES?
__ 2020-05-27
Can You Deliver A Great Digital Experience In Today's Trying Times? By upending work environments and radically transforming customer behavior, recent world events have created major challenges for c...Read More...
Tools & Technologies CXNEXT: HOW AI IS FUELING TODAY'S MOST DISRUPTIVE, SUCCESSFUL CUSTOMEREXPERIENC...
__ 2020-05-23 _ by Brian Cantor_
AI is an ambition for many customer experience teams. A select few, however, call it a reality.Read More...
Customer Experience
SPECIAL REPORT: BUILDING EFFICIENT, CONSISTENT & SECURED EXPERIENCES __ 2020-05-22 _ by Amanda Caparelli_
This report clarifies the obstacles around both optimizing and securing customer experiences, and provides actionable takeaways on enhancing consumer trust in a world where, unfortunately, trust isde...
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Customer Experience
FACEBOOK MAKING WAVES WITH NEW CHAT ROOMS, AR, AND IG STORIES BUILT TOGO VIRAL
__ 2020-05-20 _ by Matt Wujciak_
Even before a pandemic took place, shoppers were telling CX analysts that these tools had value. Now they're taking off after one.Read More...
Tools & Technologies THE NEW NORM: DELIVERING AI POWERED CUSTOMER EXPERIENCE WITHIN AREMOTE WORKFORC...
__ 2020-05-20
As companies around the world are faced with the imminent need to deploy a remote workforce in response to the COVID-19 crisis, new challenges and opportunities arise specifically around deliveringop...
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Customer Experience
A CASE STUDY WITH GENESYS: THE LEADER IN CONTACT CENTER SOLUTIONS __ 2020-05-19 _ by Matt Wujciak_
Learn more with Genesys as they discuss ways to easily engage with your customers at CX Virtual Tour, taking place at 2:00 PM ET on May28th.
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Customer Experience
4 PSYCHOLOGICAL DRIVERS FOR INFLUENCING THE CUSTOMER EXPERIENCE __ 2020-05-18 _ by Matt Wujciak_
Have you ever been told something you were doing well and something you were doing poorly by a customer or manager? Did you focus on the positive or the negative?Read More...
Agent Engagement
WORK-FROM-HOME CHALLENGES & OPPORTUNITIES YOUR CONTACT CENTER CAN'TIGNORE (CXNE...
__ 2020-05-17 _ by Brian Cantor_
Even as traditional contact centers reopen, many expect a greater percentage of agents to spend a greater percentage of time workingfrom home.
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WEBINAR: “EXTREME SELF-SERVICE” - AUTOMATION-FIRST CUSTOMER SERVICE STRATEGIES TO PREPARE FOR A DOWNTURN__ 2020-06-24
__ 02:00 PM - 03:00 PM EST Digital transformation was already a top priority for contact centers, and recent events have height... ------------------------- WEBINAR: SCALE AN AGILE WORKFORCE DURING MASSIVE DISRUPTION: HOW TO SUCCESSFULLY PRIORITIZE AGENT NEEDS IN UNPRECEDENTED TIMES__ 2020-06-11
__ 02:00 PM - 03:00 PM EST Business Continuity Plans were put to the test; priorities had to shift from business-as-usual to cr... ------------------------- ANSWERING 5 CRUCIAL CUSTOMER CONTACT QUESTIONS AS WE MOVE FORWARD__ 2020-06-04
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