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In 2021, fintech and other industries hit the reset button on customer innovation and the employee experience. Now, leading financial institutions are doubling down on those innovations and...

Customer service is demanding. On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries....

E-commerce spending is expected to continue going strong even as consumers return to brick-and-mortar stores, according to reports. Expectations for fast and convenient customer support from retail...

A commitment to environmental, social, and governance (ESG) principles is more important than ever. Companies that are looking to drive long-term value and create a better world are devoting...

It’s unquestionable that customer satisfaction is crucial to the success of a business. Satisfied customers are more likely to do business with you again and recommend your products and...

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...