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Get the conversation right: Chatbot vs. messaging

Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. But...

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Align sales and marketing to gain customers, drive growth

Marketing and sales teams have traditionally had two separate objectives in most organizations: the marketing team works to get leads and fill the top of the funnel, while the sales team focuses on...

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Outsourcing vs. managed services: Knowing the difference will save you time and money

Outsourcing and managed services are appealing options for many companies at a time when workforces are stretched thin. But don’t be fooled—these terms aren’t interchangeable....

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Labor shortages, digital transformation—oh my! Turn healthcare contact center challenges into opportunities

The healthcare contact center industry is undergoing rapid changes marked by a shift to digital channels, remote work adoption, and greater member needs and expectations. In a webinar hosted by...

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Banking reimagined: How Citizens Bank plans to stay ahead in a digital landscape

At the start of the COVID-19 pandemic, Citizens Bank—like many companies across different industries—found itself activating digital transformation plans that were still under development. In our...

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10 great ways to celebrate Women’s Equality Day on August 26

Women's Equality Day is celebrated in the United States on Aug. 26 to commemorate the 1920 adoption of the 19th Amendment which prohibits states and the federal government from denying the...

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We empowered contact center agents to proactively improve CX. Here’s how it’s going.

It’s been over two years since we relaunched the Proactive Solutions practice—a global initiative that empowers frontline employees to actively propose solutions to improve the customer...

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Successful employee experience strategies get these 3 things right

"Profits, revenue and data are excellent indicators of a company’s growth, but they’re not effective in communicating the emotional value and impact the employees have on the...

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3 new customer expectations that can’t be ignored

Business leaders and customers alike know how we do business has changed, but are we truly acting on it or merely observing? In the second episode of TTEC's "Redefining Value" podcast series, Mary...

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BPA vs. RPA vs. RDA, Oh My! Here are the Differences and Similarities

As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal. When done well, business...

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