To be a customer service associate at Wayfair, the online furniture retailer, candidates must successfully play Escape the Room—an interactive game in which players are locked inside a room...
In the past, contact centers were designed to serve as many customers as quickly as possible. While that’s still true, increased competition and empowered customers are also pushing customer...
Superior customer experiences that are simple, fun, personalized, and actionable are one of the few ways companies can differentiate their brand and retain customers. Yet, in many cases, companies...
As a member of TTEC Consulting, I have the privilege to work with a wide variety of organizations around the world. Over the last five years one of the consistent things that we have seen is the...
Perhaps you’ve heard of the term “omnichannel experience.” Many leaders have added this buzzy term to their business vernacular, but few have actually applied it to the customer...
There are plenty of buzz-worthy discussions happening in the customer experience space around automation, artificial intelligence (AI), bots, and the like. But just because you can automate...
There’s a constant effort to provide customers with the “best” experience. But what is the best experience? Even with a journey map in hand, there’s an inevitable push and...
Content may be king, but it needs data insights to strengthen its reign. Such was the strategy Lindsay Roy, vice president of greetings marketing at Hallmark, outlined at the Mobile Marketing...
While spotting a unique business opportunity is difficult enough, the ability to successfully carry out this idea is what separates the great leaders from the dreamers. Transformational...
Open enrollment is a critical part of health insurance support. It’s the time when member interactions spike and when expert associates are needed to sign up new members and get them up to...
