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Intelligent automation vs. RPA: Avoid these common mistakes

Customer service is demanding. On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries....

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Retailers: Here’s why remote work is a prime retention tool

E-commerce spending is expected to continue going strong even as consumers return to brick-and-mortar stores, according to reports. Expectations for fast and convenient customer support from retail...

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TTEC’s first ESG report: A snapshot look

A commitment to environmental, social, and governance (ESG) principles is more important than ever. Companies that are looking to drive long-term value and create a better world are devoting...

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How to increase customer satisfaction by working smarter, not harder

It’s unquestionable that customer satisfaction is crucial to the success of a business. Satisfied customers are more likely to do business with you again and recommend your products and...

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From scrappy to scalable: How a grassroots Women in Leadership group achieved global reach

Key Facts What is WIL? Women in Leadership (WIL) is a global community of women who work at TTEC. What does WIL do? We create a dynamic environment that elevates women through mentorship,...

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Worried about losing employees? Agencies should embrace a home-based approach

There’s no question: the public sector, like many in the private sector, is facing unprecedented labor challenges. Agencies face the headwinds of a changing labor market, in which employees...

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The Metaverse and digital sneakers: Looking at six years of VR/AR experiences

When we started reporting on virtual reality (VR) in 2016 we were picking up cardboard goggles, retailers began to feature virtual storefronts, and experts questioned its relevance in day-to-day...

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How to keep your best employees (even if they refuse to return to the office)

There’s no question: the increase in employer vaccine mandates – or “no jab, no job” policies – is a hot-button issue with strong opinions on both sides. But feelings...

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Avoid these 3 common mistakes when it comes to average handle time vs. average talk time

For many brands, average handle time (AHT) and average talk time have traditionally been extremely important metrics. The quicker an associate can resolve a customer issue or question, the better...

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Struggling to become digital-first? It’s time to rethink first call resolution vs. first contact resolution

Digital-first: it’s top of mind for many brands that want to meet modern customers’ demands and keep up with (and surpass) competitors. Yet many companies still aren’t grasping...

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