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Blog: CX Analytics

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Proactive Contact Center Agents: An Advantage Hiding in Plain Sight

Contact center associates have long been at the front line of customer issues but historically, companies have not typically tapped their insight for new customer solutions. What if, instead of...

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Contact Centers Maintain Human Connections in Times of Crisis

In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They have questions. They need answers. And in many cases, they are looking to...

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4 Work-from-home Resiliency Strategies for the Contact Center

To weather a crisis, it's essential that you react and plan strategically. TTEC's webinar, COVID-19 NOW: What you need to Know NOW, tackled the resiliency practices contact centers need to...

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14 Productivity and Engagement Tips for Remote Contact Center Workers

Work-from-home options are becoming the norm as companies manage through social distancing concerns while sustaining business continuity. The contact center industry is no different. Large...

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Intelligent Automation Tools: Optimize your Contact Center with Intelligent Automation Software

Contact center agents are tasked with providing an exceptional customer experience for the brands they represent. They’re the first line of defense and an integral representation of the...

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Get Smarter about Contact Center QA Insights

It’s unquestionable that contact center compliance teams are data driven. From measuring call volume to completion rates, it’s critical for organizations to collect compliance data in order to...

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Getty Images: The Secret to Impactful Images is Thinking Consumer First

What insights can be found in the many photos, images, and other visual content that brands use to convey messages to customers? In a survey of more than 10,000 consumers and professionals across...

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How to Win Brand Loyalty in an Age of Choice

It’s unquestionable that brand loyalty has suffered at a time when consumers have a multitude of product choices—but it’s hardly dead. A recent study by the research firm Brand...

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Contact Center vs. Call Center: 6 Key Differences and Why it Matters

Does your business need a call center or a contact center? Although these terms are often used interchangeably, there are key differences between these common business communication models....

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CX innovation will shake up the automotive industry

It’s an incredibly disruptive time for the automotive sector. Right now, digital adoption, ride-sharing apps, and environmental concerns are just a few factors that are reshaping a century...

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