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Customer service is crucial – at TTEC, it’s at the heart of everything we do – and the associates who work tirelessly to deliver amazing customer experiences have never been more...

Crowe’s original article, Modern Customer Journeys Require New Skills In The Contact Centre, was featured on TheHRDIRECTOR. In my last article, I wrote about the excitement of working in a...

Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. But...

Marketing and sales teams have traditionally had two separate objectives in most organizations: the marketing team works to get leads and fill the top of the funnel, while the sales team focuses on...

Outsourcing and managed services are appealing options for many companies at a time when workforces are stretched thin. But don’t be fooled—these terms aren’t interchangeable....

The healthcare contact center industry is undergoing rapid changes marked by a shift to digital channels, remote work adoption, and greater member needs and expectations. In a webinar hosted by...

At the start of the COVID-19 pandemic, Citizens Bank—like many companies across different industries—found itself activating digital transformation plans that were still under development. In our...

Women's Equality Day is celebrated in the United States on Aug. 26 to commemorate the 1920 adoption of the 19th Amendment which prohibits states and the federal government from denying the...

It’s been over two years since we relaunched the Proactive Solutions practice—a global initiative that empowers frontline employees to actively propose solutions to improve the customer...

"Profits, revenue and data are excellent indicators of a company’s growth, but they’re not effective in communicating the emotional value and impact the employees have on the...