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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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3 ways retailers are adapting to higher customer expectations

From a massive ecommerce shift to curbside pickup and store floors converted into fulfillment centers, the retail experience has rapidly changed. In response to these changes, consumer expectations...

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Contact Center Automation: Tools and Trends for the Decade Ahead

As we continue into the new decade, the implementation of contact center automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the...

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Successful remote contact center work starts with leadership training

For many companies, it has been nearly two years since making the sudden shift to remote work in response to the COVID-19 pandemic. A key success factor was whether managers and team leaders...

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Contact center workforce 101: IVR vs. chatbots vs. agents

Customer service interactions can quickly evolve, requiring different channels and tools. A quick live chat with a bot, for instance, can rapidly escalate to an emergency call with an agent, which...

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