By Acquire BPO | Oct 11, 2018 | CCW
Meeting expectations at the right channels Key findings about customer expectations and preferred communication channels Customers want frictionless transactions and proactive customer care across all touchpoints. In this CX-driven era, businesses can’t be complacent...
By Lamont Exeter, Vice President, Learning & Performance, TTEC Digital | Aug 31, 2018 | CCW
What do you do when you want to learn how to change your car wiper blades or say “hello” in sign language? We’d bet that you do a search on YouTube, watch a quick video, then try it yourself. And more often than not, you probably access the videos from your phone at...
By Lamont Exeter, Vice President, Learning & Performance, TTEC Digital | Aug 31, 2018 | CCW
Knowledge management is experiencing a transition – and it is all about balance. The traditional knowledge infrastructure that pushed content from technical writers and legal approvers to frontline employees and customers is morphing into a collaborative,...
By Lamont Exeter, Vice President, Learning & Performance, TTEC Digital | Aug 31, 2018 | CCW
It’s amazing how often I am asked, “What’s the secret sauce?” or, “What is the silver bullet?” when it relates to creating a culture of positive, productive and driven employees. I wish the answer were as easy as entering a cheat code in a video game. Organizations...
By Becky Ayotte, Head of Solution Consulting, Tender Management and Project Coordination, Americas DHL | Jul 27, 2018 | CCE, CCS, CCW
Despite all the advancements that have been made in technology to enhance customer experience, one thing remains the same – a personal touch to customer service is still the foundation of a best-in-class customer experience. According to Kristin Smaby in Being Human...
By SmartAction Company LLC | Jul 26, 2018 | CCW
Amid all of the buzz surrounding chat, text, and social media in customer service, voice has reemerged as the preferred method of communication for consumers – including millennials. Thanks to the huge success of personal digital assistants like Amazon’s Echo, people...
