leadership
What We’re Thankful For: Growing In Gratitude At Customer Contact Week
November 22 by Wandy Felicita OrtizOn the day before many of you gather with friends, family and loved ones to reflect on all the good that has transpired over the past year and to share our hopes for the future, our team here at CMP w...
CCW Digital Exclusive: Shapermint's Customer Care Director Shares How The Brand Keeps CSAT Scores High
November 20 by Wandy Felicita OrtizLorissa Ancheta, Customer Care Director for the ecommerce shapewear DTC company Shapermint talks customer centricity, chatbots, retail and more.
Turning Failure Into Fuel: USWNT Player Abby Wambach Shares How To Stay Inspired, Build Strong Teams And Find Success During Times Of Adversity
September 22 by Wandy Felicita Ortiz13 things Abby Wambach has learned in her time as a soccer superstar that you too can keep in mind when you’re struggling to meet your customer contact goals.
A Day In The CX Life With CCW Digital: Meet Veronica Saron, Tech Marketing Leader
March 31 by Wandy Felicita OrtizIn this daily log we meet tech marketer Veronica Saron, who over the course of her career has touched on everything from gaming to crypto, the metaverse and AI. She led the team that grew Pokémon GO i...
Severance: To Pay, Or Not To Pay. How A Looming Recession Could Impact Employee Retention In The Contact Center
March 31 by Wandy Felicita OrtizFor those working in the customer contact space, the confusion surrounding hiring, firing, resigning, layoffs, pay and severance is palpable.
5 Underrated Traits that Make Women Exceptional Leaders
March 08 by Taylor SalmonsIn the spirit of Women’s Month, I got to thinking about what makes women such uniquely impactful leaders. Five inspiring women in business and their characteristics came to mind.
A Day In The CX Life: CCW Digital’s New Series Takes A Look At The Leaders Shaping The Future Of Customer Contact
February 17 by Wandy Felicita OrtizWe’re asking employees just like you to share how they spend an average workday–from wake-up routines to dinner menus–and the decision making that goes into their projects.
Challenge is An Opportunity: An Interview with Mary Beth Jenkins
January 30 by Grace GilbertGet an inside look at the leadership and career journey of Mary Beth Jenkins, Executive Vice President and Chief Operating Officer of UPMC. Read her exclusive feature with CCWomen to gain insight into...
#11 HOW TO: BE AN INCLUSIVE LEADER with CCWomen Executive Panelists
January 19 by Grace GilbertTune in to the CCWomen podcast and hear from their executive panelists on how to create a culture of DEI and inclusion in the customer contact industry. Learn how to revolutionize the industry, one wo...
Solving the Empathy Problem: Why Women Leaders Have the Upper Hand
November 02 by Taylor SalmonsCustomers and employees alike have higher expectations for empathy in the post-COVID world. With recent brain imaging studies showing that women access empathetic responses more than men, it's high ti...
Leadership And Productivity: A Chat With Microsoft’s Former Contact Center Leader
March 02 by CCW DigitalWith over 20 years of experience at Microsoft, managing thousands of front-line, client-facing employees, Dee holds an abundance of knowledge when it comes to corporate culture, psychology, and contac...
Only 6 Percent of Organizations Have a "Mature" CX Program, Study Finds
September 23 by Kindra CooperThe five stages of CX maturity and the three factors that hold organizations back