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Blog: Customer Care

Recent Posts

Contact center workforce 101: IVR vs. chatbots vs. agents

Customer service interactions can quickly evolve, requiring different channels and tools. A quick live chat with a bot, for instance, can rapidly escalate to an emergency call with an agent, which...

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2022 wage strategies: How contact centers can face the Great Resignation

In the face of the Great Resignation, industries across every sector are faced with a harsh reality: give your employees a healthy and productive work environment or they will leave you. And the...

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Want a better post-forbearance strategy? Start with these CX best practices

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...

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Inbound vs. outbound contact center: The right CX destination

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...

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Cold transfer vs. warm transfer: when’s the right time to use them?

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 alike –...

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This Customer Service Week, we celebrate the power of service

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...

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Labor shortages, digital transformation—oh my! Turn healthcare contact center challenges into opportunities

The healthcare contact center industry is undergoing rapid changes marked by a shift to digital channels, remote work adoption, and greater member needs and expectations. In a webinar hosted by...

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BPA vs. RPA vs. RDA, Oh My! Here are the Differences and Similarities

As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal. When done well, business...

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Breaking down back-office barriers

Deliver better experiences–for employees and customers alike–through outsourcing Back-office services play an increasingly valuable role in an organization’s ability to deliver great customer...

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Your guide to the holiday season: 3 tips for retailers

It’s never too early to start preparing for the holiday season. And this year, retailers are scrambling to figure out what this year’s season may actually look like. In the wake of...

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