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Words that Best Describe Customer Experience in 2017 - AARP, Clorox, USAA, More Weigh In

Words that Best Describe Customer Experience in 2017 - AARP, Clorox, USAA, More Weigh In

In one word, how would you describe the best customer service? See what customer management professionals from companies at AARP, Clorox, USAA and more, have to offer. Visit the CCW Digital website to view the original article.

Chatbots: Everything You Need to Know

Chatbots: Everything You Need to Know

In this whitepaper, we will be covering everything you need to know about chatbots to help you determine if chatbots are right for you. These key topics of discussion include: 

  • Embracing a digital friendly future
  • Using data to improve CX through personalization
  • Chatbots and Customer Engagement
  • Millennial Expectations from Chatbots Experiences
  • Top Tips for Chatbot Integration into Existing Customer Contact
  • Sourcing Chatbot Solutions
  • Key Metrics in A.I. Technology that Matter to the C-Suite

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

Chatbots Supporting Customer Contact

Chatbots Supporting Customer Contact

Chatbots remain a controversial topic in customer contact. Do they simply represent cost savings, addressing lower value interactions, or if used correctly, can they actually add value to customer interactions? From master classes to interactive discussion groups, CCW Vegas takes a deep dive into chatbots and what they can mean for your customer care. Take a look at the sessions at CCW Vegas on the topic of Chatbots and our featured Chatbot leaders. 

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Investing in High-Potential Managers: An Interview with Troy Mills

Investing in High-Potential Managers: An Interview with Troy Mills

CCW University’s Future Leaders Certification Program is laying the groundwork for the future growth and success of high-potential managers who represent the next generation of contact center leadership. Serving as Chief Academic Officer of CCW University, Troy Mills joins us to share a little more about the importance of investing in high-potential managers as well as the value of CCW University.

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

Developing Leaders for Contact Center Success: Docia Myer

Developing Leaders for Contact Center Success: Docia Myer

CCW University’s Future Leaders Certification Program is laying the groundwork for the future growth and success of high-potential managers who represent the next generation of contact center leadership. Serving as Chief Education Officer of CCW University, Docia Myer joins us to share a little more about the importance of investing in high-potential managers as well as the value of CCW University.

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

A.I. at Customer Contact Week

A.I. at Customer Contact Week

AI should be utilized to better identify and understand the customer’s needs and enhance their experience. Additionally, AI has the ability to assist your call center agents to deliver reliable service and achieve high customer satisfaction by delivering world-class service with speed and efficiency. From master classes to interactive discussion groups, CCW Vegas takes a deep dive into AI and what it can mean for your customer care. We put together a list of all the sessions that features A.I. as a topic. Take a look!


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Culture at Customer Contact Week

Culture at Customer Contact Week

Culture is the core to your business. It drives performance, supports your business goals, it engages your employees to love your brand, and promotes employee retention. However, developing and cultivating company culture begins with you. From master classes to interactive discussion groups, CCW Vegas takes a deep dive into culture in your company and what it can mean for your internal and external clients to yield positive customer satisfaction and customer loyalty. We put together a list of all the sessions that will be featuring Culture at Customer Contact Week this June 18-22. Take a look! 


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

CCW  Vegas  Official  Brochure

CCW Vegas Official Brochure

We've designed an unrivaled program with 175+ world-class speakers and cutting-edge technologies you can't get anywhere else. With over 2,500+ expected attendees from 900+ companies and 175+ speakers, this event will be hard to miss.

Some of our confirmed speakers include:

  • Barbara Corcoran, Best Selling Author, Business Mogul & Leading Shark on ABC’s “Shark Tank”
  • Jill Ferro, Manage of Customer Relations and Infrastructure, NB Power
  • Tom DeCarlo, Managing Director, Head of Client Services, Americas, UBS
  • Nate Ford, Speech Analytics Analyst, Allianz Worldwide Partners
  • Derek Johnson, VP of Customer Care, Chamberlain
  • Tom Karinshak, EVP of Customer Care, Comcast
  • Janelle Sallenave, Head of Customer Support, North America, Uber
  • Jason Bradshaw, Chief Customer Officer, Volkswagen Group Australia
  • Kelli Durkin, VP Customer Service, Chewy.com
  • Jeanne Bliss, President, Customer Bliss
  • Shep Hyken, Chief Amazement Officer, Shepard Presentations LLC.
  • and more! 

We updated the brochure! What's new?

  • IDGs are almost at capacity 
  • Pavilion Agendas are released 
  • Additional Site Tours added for Tuesday, June 19th. 
  • New speakers

To get a copy of this sent to you directly, contact us

Chapter 1: "Would You Do That to Your Mother?" by Jeanne Bliss

Chapter 1: "Would You Do That to Your Mother?" by Jeanne Bliss

Jeanne Bliss's new book, "Would You Do That to Your Mother?" will be exclusively released to the customer contact community at Customer Contact Week this June 18-22 in Las Vegas! Jeanne will be doing a book signing after her Keynote on Wednesday, June 20th. Get an exclusive sneak peak of her book now by downloading Chapter 1 below!


If you have any questions or would like a copy of this to be directly sent to you, contact us.  


About "Would You Do That to Your Mother?" :

How do we cut through the rigmarole of business to give customers the treatment they desire, and employees the ability to deliver it? Customer experience expert Jeanne Bliss recommends making business personal to get the traction you need by focusing on one deceptively simple question: "Would you do that to your mother?" 

Bliss shows how to turn "gotcha" moments into "we've got your back" moments by rethinking business practices, and by enabling employees to fix the frustrations that make customers feel like they're sinking. The result is a playbook to help you #MakeMomProud.

Considering Customer Service as a Sales Tool

Considering Customer Service as a Sales Tool

The two best ways to improve operations of a business are to increase sales or decrease costs. In today’s environment, decreasing costs is difficult which is why so many companies focus on increasing sales. Businesses work to increase sales through marketing, prospects, tradeshows, direct sales and a bevy of other traditional channels, but what most companies don’t realize is that increasing sales via customer service can be highly effective. So, if you haven’t considered customer service as an important sales tool, ask yourself this question: Do you have what you need to maximize your customer service? Read more on Claro!'s insight on why you should customer service as a sales tool. 


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Sponsorship Opportunity: IDGs

Sponsorship Opportunity: IDGs

New to CCW Vegas, Interactive Discussion Groups (IDGs) are a unique learning format providing attendees with fast and focused exposure to topics most relevant to them. Each attendee can pre-register for groups capped at 25, with the opportunity to take part in six IDGs total throughout the conference. IDGs at CCW Vegas are divided into five topical categories, separated into 6 granular topics to allow for deeper discussions. Each session will repeat 3 times with a 10 minute transition in-between. Take a look at the list of IDGs that are still available for sponsorship, along with companies that are confirmed to attend that IDG.