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Blog: Strategy

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The Love-Hate Relationship: Transforming the Customer Experience with IVR Best Practices

More and more, there are opportunities for people to interact with computers by simply speaking. Today, it’s possible to dictate written documents, turn spoken words into text messages, and...

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Why the Employee Matters to Customer Centricity

Your employees are the brand personified, and it’s critical that they have the skills to embody what you want your brand to represent. Lamont Exeter, Executive Director of TTEC’s...

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A CFO’s Point of View on the Customer Experience

In today’s evolving marketplace the customer experience is not just a “nice to have,” it’s a “must-have,” and a critical part of every company’s engagement...

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How to Measure Customer Experience

In today’s customer-centric economy, contact centers everywhere are focused on delivering quality customer experiences. But, how do you evaluate your current customer experience, put...

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The Building Blocks of a Dynamic Contact Center

 Evidence shows that customers are frustrated with the service they get when they call companies’ contact centers. Cumbersome Interactive Voice Response (IVR) systems, long wait times,...

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The Power of an Apology in Building Trust

Not long ago Robert Greifeld, CEO of NASDAQ OMX Group, apologized to the investors who lost money during Facebook’s IPO process as a result of the technical problems in NASDAQ’s system....

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Experience Matters: Data -- The New Currency of Differentiation

Data is the lifeblood of a company. It’s what separates you from the competition. Are you using your data to compete effectively? TTEC CMO Mark Grindeland discusses the importance of using...

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Experience Matters: Customer Experience Defined

There’s no denying that the customer experience is critical to business success. But depending on the area of the business, it means different things to different people. Here, executives...

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Standing Up to Customer Experience Challenges

What are some common challenges executives face in their efforts to be more customer-focused? TTEC Chief Sales Officer Judi Hand shares her perspective on making the most of today’s customers...

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Trustability: a Capitalist Tool

  "No one would remember the Good Samaritan if he'd only had good intentions. He had money, too." –Margaret ThatcherThe clash between trustability and a company's own...

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SPOTLIGHT

NEWS & EVENTS
TeleTech Announces Second Quarter 2017 Financial Results
TeleTech Welcomes Jeff Marcoux as Vice President, Product Marketing

Customer Experience Solutions and Marketing Innovation Expert Bolsters Customer Experience and Service Design Acumen
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