strategy
Career Pathing for Underrepresented Employees in CX
April 07 by Grace GilbertCareer pathing is an essential component of job satisfaction. It's even more important for underrepresented employees. Learn all about career pathing, in and out of the industry, and how you can insta...
Market Study: Trends In Customer Experience Design & Strategy
August 19 by Brian CantorLet our Market Study on Trends In CX Design & Strategy guide you to unparalleled results. Citing in-depth research about what customers want, where brands are failing, and how brands are investing, it...
How to Set CX Strategy for a Multinational, B2B-B2C Business: CCW Europe Spotlight
August 02 by Kindra CooperSpeakers from CCW Europe discuss the path to CX transformation
Drucker's New Certainties for Developing Strategy
October 06 by William Cohen, Ph.D.Drucker wrote that the purpose of strategy is to enable an organization to achieve its desired results in an unpredictable environment. So contrary to what many believe, strategy is not about achiev...
Tailoring Your Customer Profiles to Meet their Needs
March 22 by Eli FedermanCheck out this free webinar to hear two customer management professionals tell their stories on how they strive for excellence within their contact centers. For as challenging as it is to acquire...
Toyota Australia's Mike Cooper Talks Field Service Technology
December 20 by CCW Digital EditorCustomer Management IQ talks with Mick Cooper Service Manager for Toyota Material Handling Sydney to get a taste of what he'll be presenting at the 2011 Field Service Management event in Sydney. Mic...
Staying a Step Ahead of Tweets, Status Updates & Message Boards
December 13 by CCW Digital EditorThe following panel on social media was conducted at the 1st annual International Contact Center and Expo in Miami. Guests include Kate Fitzgerald, VP of Enterprise Sales for Salesforce, Sara Satche...
How to Empower Your Front Line Employees
November 18 by Adele BerensteinOne of the key customer satisfaction techniques is the need to provide front line employees with the ability to respond to customer situations quickly without the need to ‘ask for permission&r...
Why We Still Need Real Social Media Strategists
October 26 by Shannon PaulEven though business strategies come from the top down in organizations we still need strategists, or at least strategic thinkers, in every area of business, but especially social media. Not only be...
Tools and Tactics for Nonprofit Call Centers
October 12 by CCW Digital EditorFormer CMIQ editor Blake Landau interviews Kimberly Warrick at the 11th Annual Call Center Week in Las Vegas. Warrick is the Client Services Manager for New Jersey Shares, a non-profit organization...
A Brief Primer on C-sat and E-sat Measurement
August 25 by Greg LevinSo many contact centers talk about how important their customers and agents are, but often end up unwittingly frustrating and losing hordes of each. One of the key reasons for this is that few cente...
Creating a Customer Focused Culture
August 22 by CCW Digital EditorCIO of Acronis and IT specialist, Ed Benack talks at March's annual Customer Experience Summit about creating a customer friendly culture. His advice includes, "don't underestimate policies and proc...