blog

It’s always been challenging for brands to stand out among competitors, but as the world emerges from the pandemic it’s harder than ever for sellers to engage meaningfully with customers....

Dedicated. Selfless. Courageous. These are just a few words that come to mind as we think about our military heroes. This Veterans Day, we pay tribute to our veterans for their sacrifices and their...

More than 1 million homeowners are in various phases of exiting forbearance as borrower-assistance programs end. This means a surge of borrowers will be contacting mortgage banks and other lenders...

Contact centers are built around conversations, and like any good discussion there must be a purpose. Customers expect their experiences with a contact center to be easy and effective, brands need...

It’s a common part of many contact center calls: the transfer. But while frequently used, transfers can be loaded with pitfalls. They have the potential to frustrate callers and associates...

Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology. Explore how...

The banking industry is at a turning point where delivering personalized services at speed is essential to meet customer demands. And that just covers current expectations. Here are three...

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday...

Customer service is crucial – at TTEC, it’s at the heart of everything we do – and the associates who work tirelessly to deliver amazing customer experiences have never been more...

Crowe’s original article, Modern Customer Journeys Require New Skills In The Contact Centre, was featured on TheHRDIRECTOR. In my last article, I wrote about the excitement of working in a...