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Blog: CX Analytics

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Contact Center Automation: Tools and Trends for the Decade Ahead

As we look at 2023 and beyond, the implementation of contact center automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the competition....

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Stay ahead of Medicaid redetermination-related volume surges with a strong member activation or outreach strategy

If the Federal Public Health Emergency that started during the pandemic ends in early 2023, as expected, health insurers, state-based exchanges, and providers are going to be inundated with...

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Data offers glimpses into the future that can help restaurants today

The restaurant industry is undoubtedly facing a lot of challenges. The world may be largely “over” the pandemic, but the economic headwinds it created still loom large –...

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Reverse student admissions slump with these 3 breakthrough growth strategies

Though summer is upon us here in the U.S. and most students are out of class, colleges and universities are busy planning for future semesters. The pandemic and other economic factors wreaked havoc...

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Four Steps to Accelerate Revenue Performance

Increasing revenue is a goal for every organization. Although this is a high priority for business leaders, many organizations lack a systematic approach to building the plan to accelerate revenue...

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Successful employee experience strategies get these 3 things right

"Profits, revenue and data are excellent indicators of a company’s growth, but they’re not effective in communicating the emotional value and impact the employees have on the...

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3 new customer expectations that can’t be ignored

Business leaders and customers alike know how we do business has changed, but are we truly acting on it or merely observing? In the second episode of TTEC's "Redefining Value" podcast series, Mary...

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Introducing the Humanify® DEI+ BOT: Get Comfortable with the Uncomfortable

Diversity and inclusivity conversations are no longer taboo workplace topics. Given the social justice events and topics making headlines around the world, avoiding them is no longer an option. Yet...

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Study: A Rise in Branchless Banking Exposed CX Weaknesses

Direct or branchless banking should have flourished in an environment where the COVID-19 pandemic accelerated a shift to digital channels, but it’s more complicated than that, according to J...

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Crash Course on Contact Center Analytics: Speech Analytics vs. Voice Analytics vs. Text Analytics

Most contact center leaders know analytics can unlock insightful clues for improving associate performance, making processes more efficient, and raising customer satisfaction levels. But with so...

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