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Blog: Learning and Knowledge

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Empathy and sentiment scores: What we know and what we think we know

In the contact center industry, it is commonly known that soft skills are critical to building trust and connection with consumers. One of the most important pillars of these skills is empathy....

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Free generative AI training aims to nudge broader adoption

Optimists call it the “democratization” of artificial intelligence. Skeptics say it’s a shrewd maneuver to secure reliance on one hyperscaler’s AI platform, tools, and...

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How to rock enroll: TTEC Healthcare CX Series plots path to signup success

With apologies to Chicken Little, Michael Cho kicked off the inaugural TTEC Healthcare CX Series of webinars with some sobering stats about healthcare enrollment trends. It was the right elixir to...

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Flexibility drives the future of CX employee engagement

Employees are the backbone of your organization. And for those on the front lines of your organization, they play a major part in delivering great customer experiences and differentiating your...

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Don’t succumb to the ‘CX sacrifice’

Whether 2023 will usher in a mild recession or just an economic downturn, no one knows. What’s undeniable is whispers from that devil on your shoulder, “What about headcount?” are...

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All the customer experience trends you need to know for 2023

The stakes this year are high: Brands need to meet growing customer expectations by providing proactive customer service, omnichannel and personalized experiences, and the 24/7 access customers...

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New Year’s resolution healthcare won’t regret: CX/EX investment

Let’s face it, annual budget planning can be a challenge for many businesses whose expectations for growth in revenue and margin are high. The medical supply industry is no different.While...

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These 4 CX and EX trends should set your 2023 priorities

While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023. As we...

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It’s time to rethink your work-from-home approach: Here are 3 reasons why

The work-from-home model continues to gain popularity as companies seek ways to provide great customer experiences while cutting costs along the way. But most brands still aren’t reaping its full...

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Make AAPI Heritage Month an enriching experience for employees

In the U.S., May is Asian American and Pacific Islander (AAPI) Heritage Month—an acknowledgement of the history, culture, and contributions of Asian Americans and Pacific Islanders. At a time when...

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