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Blog: Learning and Knowledge

Recent Posts

Workforce Management Outsourcing: 6 Reasons it Makes Strategic Sense

Lately, having workforce management (WFM) as a service has been in high demand. But why? It sounds counter intuitive. Contact center experts say this function is critical to success, the one place...

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Warm holiday wishes with TTEC's World Peace Quilt

This year, in the spirit of peace, unity, and the joy of giving, we are excited to share with you the results of a global creative effort. TTEC employees from around the world have come together to...

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Brands name employee engagement as top CX priority for 2024

For the past three years, TTEC has polled business leaders in December to ask what their top customer experience (CX) priority is for the year ahead. For the third straight year, the greatest share...

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CX Trends: In 2024, it’s time to look at the bigger picture

It’s the time of year when we typically identify 10 or so CX trends we believe will impact customer experience in the year ahead. For years, we’ve pinpointed tactical ways brands can...

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Impact sourcing vs. impact strategy: It takes both to truly make a difference

It’s increasingly undeniable that brands must be purpose-driven if they’re going to thrive in this competitive landscape. It’s no longer enough just to sell great products or...

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Yep, wellness is a BIG DEAL in the tech support space too

Customer support associates have a hard job, and it’s only getting harder as customers’ expectations continue to increase (rightly so, by the way). The turnover rate for contact center...

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Celebrating our customer experience champions this Customer Service Week

Customer service associates are the front line of any brand, getting customers the information they need – quickly, easily, empathetically, and in a way that puts smiles on customers’...

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HMEs: Don’t fold under pressure — CX pays dividends

If your company provides home medical supplies and equipment, you’re likely under a microscope.  There has never been a tougher time to drive metrics. The labor market stinks and most IT...

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How happier employees lead to better CX

Workers increasingly want to feel energized and valued at their jobs, and in today’s tight labor market companies that don’t prioritize employee engagement are losing talent to brands...

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Empathy and sentiment scores: What we know and what we think we know

In the contact center industry, it is commonly known that soft skills are critical to building trust and connection with consumers. One of the most important pillars of these skills is empathy....

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