Blog: Learning and Knowledge
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If your company is a retailer, a bank, or operates in any number of vertical industries, chances are that your expertise isn’t focused on operating contact centers or delivering advanced...
It’s unquestionable that traditional stores are giving way to new retail landscapes. In-store foot traffic is declining and many consumers are bypassing brick-and-mortar stores to shop online...
We live in an age where ‘trust’ can be strengthened or eliminated very quickly. As an example, Chipotle restaurants enjoyed a very loyal employee and customer base. Then...
In 2014, eMarketer reported that just 8 percent of major retailers offered a fully synchronized customer care experience between their offline and online channels. Today, retailers are finally...
Are businesses focusing on experience areas that really matter to customers? That’s the question we sought to answer in the 2015 TTEC Customer Experience Benchmark Report. The results show...
In the ever-evolving customer experience landscape, technology is poised to be the primary source of disruption in 2016.To quote Altimeter Group Principal Brian Solis, “Disruption is not...
Open enrollment is almost over. As consumers sign up with healthcare plans as new members, it’s the perfect opportunity for payers to make them feel welcomed, empowered, and supported.Here...
No one wants to feel like a number. We are distinct individuals, special and one-of-a-kind, with unique needs and wants. Whether you call it “Cult of Individualism,” “Special...
Each day, America’s servicemen and women risk their lives to defend our rights and protect our freedom. But once they return home, it’s our responsibility to welcome these noble...
Today's contact center model isn't what it used to be. Traditional operations are evolving to be more flexible with a remote workforce. Home-based associates will grow by 60 percent over...