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Getting Out of the Weeds: A Strategic New Approach to Increasing Sales

Chief sales officers, like fighter pilots, understand the strategic importance of navigating the OODA (observe, orient, decide, and act) loop; they also know all too well that it is becoming...

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The Love-Hate Relationship: Transforming the Customer Experience with IVR Best Practices

More and more, there are opportunities for people to interact with computers by simply speaking. Today, it’s possible to dictate written documents, turn spoken words into text messages, and...

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Why the Employee Matters to Customer Centricity

Your employees are the brand personified, and it’s critical that they have the skills to embody what you want your brand to represent. Lamont Exeter, Vice President, Learning &...

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A CFO’s Point of View on the Customer Experience

In today’s evolving marketplace the customer experience is not just a “nice to have,” it’s a “must-have,” and a critical part of every company’s engagement...

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How to Measure Customer Experience

In today’s customer-centric economy, contact centers everywhere are focused on delivering quality customer experiences. But, how do you evaluate your current customer experience, put...

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The Building Blocks of a Dynamic Contact Center

 Evidence shows that customers are frustrated with the service they get when they call companies’ contact centers. Cumbersome Interactive Voice Response (IVR) systems, long wait times,...

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The Power of an Apology in Building Trust

Not long ago Robert Greifeld, CEO of NASDAQ OMX Group, apologized to the investors who lost money during Facebook’s IPO process as a result of the technical problems in NASDAQ’s system....

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Trustability: a Capitalist Tool

  "No one would remember the Good Samaritan if he'd only had good intentions. He had money, too." –Margaret ThatcherThe clash between trustability and a company's own...

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Size Does Not Matter: Six Reasons to Take Your SMB Channel Strategy to the Cloud

As customers become more digital, social, and mobile, businesses have opportunities to improve customer satisfaction and loyalty through a differentiated customer experience; but those who are...

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Building a Customer-focused Organization

Each business has its own brand promise to live up to, along with its own customer expectations and perceptions to manage. There is no silver bullet on how to build customer centricity. TTEC CMO...

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TTEC Achieves Leader Position in Everest Group's PEAK Matrix™ for Contact Center Outsourcing Service Providers
TTEC Schedules Second Quarter 2018 Earnings Release and Webcast of Investor Conference Call
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