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Blog: Customer Care

Recent Posts

Travel is roaring back—is your customer support ready?

After more than two years of lockdowns and social distancing, consumers are once again taking to the skies, roads, rails, and sea to make up for lost time. Excellent customer support is a critical...

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Business intelligence vs. predictive analytics: How to use the right approach

Think fast: What is the difference between business intelligence and predictive analytics and why does it matter? While many companies use these tools to better utilize the big data at their...

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Captive contact center vs. outsourcing: The most overlooked part of retail CX

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high...

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Going green’s not just for Earth Day; it’s a year-round pledge at TTEC

At TTEC, we’ve long been committed to making a positive impact and protecting our environment. We only get one planet, so we continually strive to combat climate change through sustainable...

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Omnichannel vs. multichannel contact center support: Turn key differences into competitive advantages

When it comes to customer service, customers expect fast and accurate support through the channel of their choice. It’s up to businesses to figure out how to best meet those expectations....

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How to keep and engage your top talent (even if they don’t want to come back to the office)

There’s no question: communications and media companies face a unique set of challenges. Employees increasingly want flexible work environments that include remote or hybrid options, but...

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Retailers: Here’s why remote work is a prime retention tool

E-commerce spending is expected to continue going strong even as consumers return to brick-and-mortar stores, according to reports. Expectations for fast and convenient customer support from retail...

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Worried about losing employees? Agencies should embrace a home-based approach

There’s no question: the public sector, like many in the private sector, is facing unprecedented labor challenges. Agencies face the headwinds of a changing labor market, in which employees...

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Avoid these 3 common mistakes when it comes to average handle time vs. average talk time

For many brands, average handle time (AHT) and average talk time have traditionally been extremely important metrics. The quicker an associate can resolve a customer issue or question, the better...

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Struggling to become digital-first? It’s time to rethink first call resolution vs. first contact resolution

Digital-first: it’s top of mind for many brands that want to meet modern customers’ demands and keep up with (and surpass) competitors. Yet many companies still aren’t grasping...

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