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Contact Tracing: 4 Lessons Learned from the Front Lines

Contact tracing is a critical component to containing and flattening the curve of COVID-19. Tracking those who are infected and who may be exposed helps agencies stay ahead of potential hot spots...

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Contact Centers Maintain Human Connections in Times of Crisis

In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They have questions. They need answers. And in many cases, they are looking to...

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Forget About Channels to Enable Fast, Effective Digital Transformation

Multichannel, omnichannel, single channel – companies have struggled to align customer expectations with CX delivery across the business in the channels customers prefer. It’s a challenge that has...

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5 Realities of Future Contact Center Workers

As customer service shifts toward automation and self service, new research from Forrester paints a picture of what the future contact center will look like. The call center as we know it is being...

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What Business Leaders Need to Know About the Evolution of Messaging and Chat

Consumers today live on their mobile devices. They are spending more time on messaging apps like Facebook Messenger, Snapchat, WhatsApp, and others. Naturally, companies want to be part of these...

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Key Customer Takeaways from Retail’s Biggest Event

The mood at this year’s National Retail Federation (NRF) “Big Show” conference in New York was upbeat and optimistic. The event was packed and the news was good—2018 retail...

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Most Popular Customer Experience Content of 2018

As the year winds down, we looked at all the great content produced by TTEC and the Customer Strategist Journal to see what resonated most with readers. Customer experience is a broad topic, so it...

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Seen and Heard: Humanizing Digital Through Analytics

Executives and experts came together to discuss the importance of using data analytics to enhance customer experiences at the recent TTEC event, "Humanizing Digital Through Analytics."...

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What’s In a Name?

There is a discussion brewing among contact center leaders about what to call the front-line employees who handle calls and other customer interactions. Historically they have been referred to as ...

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Fraud Protection Steps Out of the Shadows

The internet has always had its share of bad guys. And now that nearly all companies are moving to a more digitally enabled world, thieves, con artists, and hackers are finding new ways to steal...

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