By AndrewKokes, Global marketing leader, HGS | Oct 19, 2018 | CCW
Communication is evolving. It is no longer enough to interact with customers through voice and email. Today’s customers are turning to alternate channels for queries and purchases. Millennials are now the largest working demographic. This massive pool of wage-earning,...
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...
