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As we continue into the new decade, the implementation of contact center automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the...

We’re very excited to announce that TTEC has been awarded CCW’s “Disruptive Technology of the Year” award for our AI-enabled RealPlay™ training solution. The need...

When the coronavirus crisis broke out, organizations were in crisis response mode. Now, business leaders are focusing on moving forward to meet customers’ increasingly digital-first...

Understanding where your customers are and how to reach them in a seamless fashion is the cornerstone of any modern customer experience. Unfortunately, by the time a customer typically reaches your...

It’s fair to say that this will be a holiday season unlike any other. Not only are retailers contending with a pandemic and an economic recession, they are expected to provide a safe shopping...

It’s time to admit that we’ve made a Frankenstein ‘Monster’ in the cloud customer experience space. Contact center leaders began their cloud journey by shifting over a few...

The importance of customer loyalty and retention can’t be overstated. Loyal customers are less price sensitive and more likely to make frequent purchases—in addition to being brand...

There’s a mantra for the new normal: Don’t waste my time. The novel coronavirus sent organizations scrambling to assert their dominance in the digital space, and with this came a...

Over the past 10 years we've seen this buzzword called “omnichannel” come into play. This has left organizations with a channel-first strategy that ironically led to less access and...

At the start of 2020, many CEOs had modest to high growth goals for their organizations. And then the COVID-19 pandemic struck. How have CEOs’ goals and priorities shifted in today’s...