Customer Service Strategies and Best Practices

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...

It turns out the coronavirus pandemic is also a time machine. Instead of a lengthy march to digital transformation, the pandemic condensed years of...

Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. When customers order groceries online, use telemedicine, stream...

The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every industry from...

Contact tracing is a critical component to containing and flattening the curve of COVID-19. Tracking those who are infected and who may be exposed...

A forward-thinking strategy is the best solution for overcoming uncertainty. For CX-leaders in the contact center space to overcome the fallout from COVID-19, the...

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital...

New York City is a hub of startups. One subway ride reveals a rich tapestry of companies looking to disrupt nearly every industry. Being...

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections, industry experts laid out the...