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TTEC’s IL4 Authorization Adds Omnichannel Cloud Contact Center Strength to Department of Defense Projects

As part of our focus on helping public sector clients enable digital transformation and improve customer experiences, we’re pleased to announce that TTEC has significantly strengthened its...

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Offshoring, Onshoring, Nearshoring: So Many Shores, So Little Time

The growing remote work culture has business leaders looking for the best talent not only in their locality but across continents. The rise of the open talent economy, remote work, and...

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3 Ways Healthcare Can Successfully Manage Call Volume Surges

Life is complicated and rarely goes as planned and 2020 was no exception, especially for healthcare. COVID-19 triggered waves of individuals and families looking for help and answers, well beyond...

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An Inside Look at COVID-19 Vaccine Strategies that Work

State and local healthcare organizations are facing multiple challenges in getting COVID-19 vaccines to communities. Andy Martin, group vice president at TTEC, shares insights and best practices...

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Elevate the Member Experience While Saving Millions—Yes It Can Be Done

Healthcare contact center agents are at the frontline of the member and patient experience by providing crucial support and information. Lack of systems integration, outdated software, inflexible...

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Crash Course on Contact Center Analytics: Speech Analytics vs. Voice Analytics vs. Text Analytics

Most contact center leaders know analytics can unlock insightful clues for improving associate performance, making processes more efficient, and raising customer satisfaction levels. But with so...

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How to Make the Dream Marketing and Sales Team a Reality

When sales and marketing integrate magic happens. We call this demand generation, or demand gen for short. Demand gen is when marketing and sales enable technology to propel and influence potential...

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Customer Acquisition vs. Retention: The Perfect Balancing Act

The art of attracting and keeping customers is a balancing act, and the pandemic was an anvil thrown onto the scale. The brands that survived the shift in everyday life knew how to not only bring...

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How to Create a Differentiation: Customer Service vs. Customer Experience

In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial...

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For Federal Government Agencies, A New CX Mandate

Among the many impacts the COVID-19 pandemic has had on government, one of the biggest has been the onslaught of calls, inquiries and requests for information swarming government agencies - unlike...

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