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Blog: CX Analytics

Recent Posts

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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How to Create a Differentiation: Customer Service vs. Customer Experience

In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial differences...

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For Federal Government Agencies, A New CX Mandate

Among the many impacts the COVID-19 pandemic has had on government, one of the biggest has been the onslaught of calls, inquiries and requests for information swarming government agencies - unlike...

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The CMS Five-Star Quality Rating System is Changing. Here’s How to Stay on Top

The Centers for Medicare and Medicaid Services (CMS) is raising the stakes on patient and member experience for health insurance organizations. CMS recently introduced changes to its Five-Star...

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Customer Experience vs. Customer Engagement: Here are the Vital Differences

Customer experience (CX) and customer engagement may seem like different names for the same concept, but they aren’t. While companies sometimes use the terms interchangeably - and, even more...

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Analytics Can Give Sales Team a Winning Edge

As many sports fans know, the book (and later, movie) “Moneyball” tells the story of the Oakland Athletics’ 2002 season - specifically, how the team’s General Manager Billy...

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TTEC’s Most Popular CX Content of 2020

We’ve all made it through a tough year, and some of the year’s unique challenges will help to shape a more meaningful future. 2020 was more than recognizing the new-normal; it was time...

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Another Round of CX Happy Hour: 3 Employee Experience Tips for 2021

In 2020, we can always use another round of happy hour. Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second LinkedIn Live ask me anything, EX for What’s...

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3 Hot Takeaways from CX Happy Hour

2020 has been a wakeup call for customer experience, but not everything will stick. In TTEC’s first-ever LinkedIn Live happy hour, guests from around the world raised their glasses (and...

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Citizen Experience: Empower Government Leaders to Meet Uncertainty

Government leaders were put to the test as COVID-19 and natural disasters pushed agencies to the limit. In the wake of uncertainty government leaders had to step up and improve citizen experiences...

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