Blog: Customer Care
Recent Posts
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...
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...
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...
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...
The belief that companies must “delight” their customers has become so ingrained in business practices that companies rarely question it. But how often do consumers patronize a company...
This isn’t your grandfather’s insurance market. Changes in the property and casualty (P&C) insurance landscape are giving businesses new opportunities—and challenges—to...
A lot of digital ink has been spilled about artificial intelligence (A.I.)’s potential impact on people and businesses. But let’s face it: much of the discussions about A.I....
It’s that wonderful time of year when healthcare insurers can take a breath and plan for their next open enrollment period. But don’t relax for too long. With the combination of...
Even in the digital age, human interactions remain a critical part of customer satisfaction. Knowledgeable and experienced associates play a vital role in helping customers and driving loyalty. But...