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Blog: Customer Care

Recent Posts

NRF 2020 Recap: Retail Experiences Re-envisioned

The future of retail is about removing barriers. At NRF 2020, retail partners demonstrated the many ways brands can blend online and offline experiences and combine different data sources to...

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TTEC’s CX Year in Review

2019 was a year of change. Industries reinvented themselves, technology connected us, and politics swept the country. But more importantly we aimed to learn and grow with the world around us. We at...

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TTEC’s Most Popular CX Content of 2019

This decade was shaped by remarkable change. Hypergrowths made buying toothbrushes hip, legacy brands took to Instagram, and the savvy consumer dominated the way we do business. Next year will be...

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Find the ROI in CX

In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. But when...

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Create Better Customer Experiences With Advanced Workforce Management

In the 90’s, I worked a number of contact center process improvement projects using Six Sigma. As with many Six Sigma projects, the idea was to come up with a predictive equation for a...

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Stumped on CX Metrics? Ask These 4 Questions to Uncover a Complete Customer Picture

This blog was excerpted from a recent issue of the Customer Strategist Journal. Subscribe today to get the next issue, delivered in January. For most companies, prioritizing the customer experience...

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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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It’s Time to Make Credit Collection More Human

Credit collection can be a thankless job. And it’s no wonder – it’s tough to ask someone to call people and remind them about the debt they owe. In my 15 years of experience in...

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3 Unique Ways Automation Is Winning Customer Moments

It’s morning, and you ask Siri to find local cafes. A chatbot takes your order on your phone, and where an autofill inputs your email. Whether or not we always know it, automation has become...

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Excellent CX Eludes Most Brands

New research from Forrester finds that the quality of customer experiences is largely at a standstill. Forrester’s 5th annual U.S. Customer Experience Index report found that the overall quality of...

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