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Customer Contact Council®

The Customer Contact Council’s proprietary research yields insights that upend conventional wisdom and change the way heads of customer service/support address both long-standing and emerging business challenges. The actionable data, proven best practices, and advice we provide are unparalleled in depth and rigor, helping our global network of clients improve the customer experience in their organizations while maintaining cost-efficiencies.  
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Products and Services

Heads of customer service/support and their teams receive unlimited access to products and services, including the following:

Research and Insights

  • Shifting the Loyalty Curve
  • Building the Next Generation of Customer Contact Talent
  • Achieving Breakout Use of Self-Service

Peer Benchmarks

  • Service organization cost, productivity, and quality
  • Customer experience benchmarks
  • Global service organization structures

Executive Networking

  • Online peer discussion groups
  • On-request advice, feedback, and perspective from peer interaction with other leading executives

Live and Online Learning

  • Senior executive–only events
    • Annual meetings
  • Staff training and skills development
    • Teleconferences
    • Train-the-trainer workshops

Proven Best Practices

  • Ameriprise Financial's Capturing the No's to Surface Quick-Win Policy Fixes
  • State Farm's Personality-Based Coaching
  • Oracle's Needs-Based Knowledge Management

Decision and Diagnostic Tools

  • Building an Effective IVR Resource Center
  • Customer Effort Audit
  • Teaching Best-in-Class Coaching Workbook

Advisory Support

  • Personalized counsel for the head of customer service/support with an executive advisor for pending decisions, new tactics, internal presentations, and other needs