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Customer Contact To-Do List

Customer Contact To-Do List

Deep down, you know the customer experience is about the long game. You know that the most productive, customer-centric operations require a thorough vision, methodical planning and carefully calibrated execution. Customer centricity, to put it simply, does not happen overnight. However, customers are not going to spend years enduring bad experiences hoping that you will one day deliver a great experience; they want to be satisfied right now!


Take a look at some of the strategies you can implement now, before joining us in Nashville this January.



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CCW Nashville 2019: Top Trends You Need to Know

CCW Nashville 2019: Top Trends You Need to Know

Customer Contact Week content is directly driven by the priorities of you, our customers.  Our research culminates from primary research conducted with our speaking faculty in tandem with surveying of our CCW Digital global online community consisting of more than 150,000 customer contact leaders. 

 

With tracks that lean in to pressing people, process and technology challenges for supervisors and the C-Suite alike, CCW Nashville both echoes and continues key conversations originating in CCW Digital’s 2018 Market Studies.


Check out some of the key takeaways from these market studies and how they connect with the live content featured at CCW Nashville.



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Navigating Industry Buzzwords

Navigating Industry Buzzwords

Industry events are known to overuse buzzwords. But we all know there are substantial reasons why this industry language exists. We asked members of our advisory board to pick 3 words that resonate with their organization to dispel the “buzz” associated with these words and get to the core of what they mean from their own unique perspective. Take a look at what those words mean to their organization, why this is something they're investing in and the active projects at their organization that are surrounding these buzzwords. 


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Women in Customer Contact: Challenges, Confidence & Career Growth

Women in Customer Contact: Challenges, Confidence & Career Growth

At CCW Nashville this January 15-18, we are introducing CCWomen. CCWomen is by women for women in customer contact to build relationships, support and inspire one another, and path find practical solutions to the myriad of challenges women face in the workplace. 

Ahead of this, Customer Contact Week wanted to gain insights from women in customer contact on the challenges they face in today's world, the confidence every woman should all have, and the bright future women have in career growth. The following customer contact leaders are featured in this Q&A: 

  • Kathleen Attinello, Head of Enterprise Customer Service and Technical Support, Dun & Bradstreet
  • Jeanne Bliss, President, Customer Bliss
  • Cheryl China, SVP, Escalations, Citizens Bank
  • Annette Franz, CCXP, Founder/CEO, CX JOURNEY Inc.
  • Jennifer Hanson, Senior Director, Target.com Guest Services & Gift Card Operations, Target
  • Mary Beth Jenkins, Chief Operating Officer, UPMC
  • Docia Myer , Chief Innovator, 3A Consulting
  • Janet Solomon, SVP, Head of Client Contact Center, SunTrust Bank


If you would like a copy of this to be sent to you directly, contact us here