Customers just want their problems solved, with as little friction as possible. And employees play a major role in reducing friction and meeting customer needs. The cartoons in this issue illustrate some of the potential pitfalls employees face in delivering a frictionless customer experience.
4 reasons why you should use the right CX partner
Discover how to optimize your contact center operations with innovative collaboration. Today’s contact center workforce must have complex problem-solving skills, excel in people management, coordinate well with others, and possess high emotional intelligence.
4 reasons why you should use the right CX partner
AI-powered insights (and experts putting them to work) revolutionize quality
TTEC disrupts the market with innovative, next-gen digital approach
Read the case study
What it takes to create “effortless” experiences
Don’t take for granted all that happens beneath the surface
Read the article
Outsmart failure in your CX transformation
How to overcome 5 roadblocks in contact center evolution
Read the article
A roadmap to break the shackles of silos
Read the article
What to watch: Observant banks focus on these 4 in-flux industry developments
Read the article
Contemporary site design, AI, and local talent lift CX, EX, and the future of a region
Read the case study
Help desk reduces AHT, dead air, and ambiguity for quicker resolution
Read the case study
3 deal breakers when working with a CX outsourcer (and 5 must-haves)
Read the blog post
4 ways to cut contact center costs without sacrificing CX
Read the blog post
Better leaders drive member loyalty
Since highly engaged members are less likely to leave, this payer wanted to provide its associates with the tools necessary to engage every member calling in. Through our coaching and mentoring solution, we helped enhance every customer interaction.
Read the case study
Simulated learning accelerates great service
Our client was struggling to meet its customer service needs with both new associates and tenured employees failing to meet goals. We built a virtual contact center that helped associates train with real-world scenarios.
Read the case study