CUSTOMER Magazine Announces Winners of 5th Annual Workforce Optimization Innovation Awards
TMC announced the winners of the 2020 Workforce Optimization Innovation Awards, presented by CUSTOME…
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How the COVID-19 Pandemic Is Changing Marketing
Salesforce's sixth edition of its "State of Marketing" report highlighted the importance of the cust…
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2021 Trends: COVID-19 Will Redefine Customer Experience and Drive Continued Digital Transformation
TTEC annual report identifying key Customer Experience as a Service (CXaaS) trends for 2021 shows di…
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Quick-Service Restaurants Shifting to Digital and Mobile Models
Several quick-service restaurants (QSRs) are changing the way customers order and receive their food…
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CUSTOMER Magazine Announces Winners of 5th Annual Workforce Optimization Innovation Awards
TMC announced the winners of the 2020 Workforce Optimization Innovation Awards, presented by CUSTOMER magazine.
Read More
How the COVID-19 Pandemic Is Changing Marketing
Salesforce's sixth edition of its "State of Marketing" report highlighted the importance of the customer experience, particularly during a pandemic crisis.
Read More
2021 Trends: COVID-19 Will Redefine Customer Experience and Drive Continued Digital Transformation
TTEC annual report identifying key Customer Experience as a Service (CXaaS) trends for 2021 shows digital transformation will continue to grow.
Read More
Quick-Service Restaurants Shifting to Digital and Mobile Models
Several quick-service restaurants (QSRs) are changing the way customers order and receive their food to meet changing demands during the coronavirus pandemic. Restaurants are moving to more digital and mobile options and looking at AI and ML to enhan…
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How Blockchain Is Transforming the Fintech Industry
Since its invention, blockchain has managed to spread its influence on a number of industries and has driven transformation in many businesses. From bitcoin trading software platforms to smart contract implementation - the range of blockchain opportu…
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AI System Solves Customer Information Overload
Artificial Intelligence companies Hitachi and Allganize combine their resources to develop a sophisticated AI system for customer service and business solutions.
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CX Outsourcing Opportunities Continuing to Grow in Jamaica
When asked to think about countries known for their contact centers, the first country that comes to mind may not be Jamaica. However, in the past decade, Jamaica asserted itself as one of the finest markets in the BPO industry, offering a myriad of …
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Tide's On-Demand Dry Cleaning Service Named Best in Customer Service
When national laundry-detergent brand Tide decided to start a franchise dry cleaning concept location - the idea was to bring customers a brand they were already familiar with and trusted for years to get stains out of their clothes.
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As Telehealth Grows, Health Insurance Companies Turn to Contact Centers
When the COVID-19 pandemic began, companies and industries around the world quickly began turning to contact centers to keep up with the drastic increase in overall call volume. The healthcare insurance industry was no exception, as companies such as…
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Is Panama the Next Big Nearshore CX Outsourcing Opportunity?
The economics in Panama make it easy for BPOs there to attract and train top agents, at substantially lower salaries than are paid in the U.S., which leads to better pricing for BPO clients who are looking to conserve resources and reinvest in the la…
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Managing and Training Remote Agents: What We've Learned So Far
No matter what 2021 brings, contact centers have shown that they have the ability and the agility to work on-site in offices and remotely from home without eroding employee or customer experience.
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2020 CUSTOMER TMC Labs Innovation Winners Focus on Maximizing Experience
The 2020 CUSTOMER magazine TMC Labs award winners represent some of the best and brightest technology companies enabling brands to deliver great customer experiences.
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Big Data Analytics - What Contact Centers Can Learn from the Tampa Bay Rays
Big Data has been with us for years, and across its many forms, is used more widely than most of us realize. As the analytics derived from Big Data play a growing role in decision-making, expectations become higher for the accuracy and completeness o…
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How an Email Virtual Assistant Can Help Handle the Holiday Rush
During the peak holiday shopping season, the backlog of unanswered customer emails can swell quickly. Although most businesses hire a flurry of seasonal employees and add hours for some agents, many organizations still struggle to maintain a high lev…
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Government Contact Centers and COVID-19: Security Challenges During the Pandemic
When the COVID-19 pandemic originally began, industries all around the globe were affected, as they had to swiftly and efficiently shift their operations to be done remotely, and the customer service industry was no exception. However, unlike other i…
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