Strategy

Self-service represents one of the biggest trends and investment priorities for today’s contact centers.

In today’s era of customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You...

How can you ensure equal levels of engagement, awareness and focus in a diverse and global workforce? How can you make sure Suzie from the sales center in Georgia is on the same page as Mieko who work...

Traditional methods of call center authentication that rely on interrogating customers (knowledge-based authentication) frustrate callers and agents, add to average call times and increase call center...

Should outsourcing have a role in the era of customer centricity?Given the perception that outsourcing involves sacrificing quality to save money, many would answer a resounding “no.” The customer exp...

Adopting a customer-centric mindset is important, but businesses do not win customers through attitude alone. In order to satisfy customers, grow market share, increase revenue and overtake their comp...

With 2018 right around the corner, CCW Digital is thrilled to present its annual Executive Priorities Report.The customer contact landscape is always changing, and no organization can precisely predic...

Creating a uniquely intimate networking opportunity for Fortune 1000 & Global 2000 Senior Level Executives, the Exchange is an invite-only event that creates a true peer to peer learning environme...

Kerry Hurff, Safelite’s director of marketing, has a message for those who struggle with the alleged challenge between acting in the best interest of the customer and acting in the best intere...

There’s a lot of debate around social networking and the impact it can have on an organization’s customer service reputation. In the high profile area of complaints management, what is...

The Key to Driving the Customer ExperienceThis UTOPY sponsored White Paper was written by John Goodman, the Vice Chairman of TARP Worldwide, based upon research conducted by TARP. The White Paper expl...

In an era of hollow celebrity endorsements and exaggerative promotional copy, the pure, unadulterated reality of a quality customer experience makes for an invaluable branding opportunity. Inheren...