4 CRM Trends Driving CRM Innovation

Customer expectations are always changing, and these needs are being met with a wider range of channels and technology than ever before. Now, all of these interactions, touchpoints, events, and transactions are becoming part of a growing Customer Relationship Management (CRM) ecosystem that can enable all employees to better serve their customers.

Loyalty Program Strategy: 5 Best Practices to align with your Business Strategy

Customer loyalty programs are at their core tactical mechanisms for altering the behaviours of specific customers. The behaviours you most want, however, might be quite different, depending on your business model and competitive situation. If you can’t now identify your customers across channels or stores or business units, a loyalty program can help you do that.

Unlock Relevant Sales Experiences with Speech Analytics

The at-home environment has put digital, convenience and proactive service into hyper-drive. This applies to sales as well as customer service. Inside sales associates are turning to new ways to meet and beat sales targets.

Customer Experience During Uncertainty: Forrester’s 2020 CX Index Report

Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the economy now registered moot, experts are now weighing on what it means to deliver relevant customer experiences.

4 Strategies Needed for a Successful Digital Transformation

Digital transformation is more than technology. It’s the people, leadership and experiences that drive innovation and amazing experiences in an organisation. These factors act as the building blocks to any successful digital journey.

5 Ways to Jumpstart your Digital Transformation

Countless mentions of digital transformation get us no closer to a clear understanding of what it is and its impact across an organisation. Even more frightening, it seems that “digital transformation” is transforming.

3 Elements That Power Effortless Customer Experiences

Understanding where your customers are and how to reach them in a seamless fashion is the cornerstone of any modern customer experience. Unfortunately, by the time a customer typically reaches your contact centre it means you have failed to deliver an effortless experience.

Stay Ahead of Evolving Customer Behaviour this Holiday Season

TTEC’s AI-powered Learning Solution Awarded Disruptive Technology of the Year Honours

We’re very excited to announce that TTEC has been awarded CCW’s “Disruptive Technology of the Year” award for our AI-enabled RealPlay™ training solution.

Contact Centre Automation: Tools and Trends for the Decade Ahead

In 2020, the implementation of contact centre automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the competition.