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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,...

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...

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...

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...

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...

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...

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...

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...

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...

2021 was about moving forward. The content we wrote this year focused on how the best of humanity, technology, and innovation helped organizations push past the pandemic and into a brighter future...