By Acquire BPO | Oct 22, 2018 | CCW
Leveraging the right blend of human touch and automation can help deliver effective, personalized customer experiences. While IBM predicts that 85% of all customer interactions won’t involve a live agent by 2020, the real value of automation and artificial...
By Acquire BPO | Oct 19, 2018 | CCW
Knowing where to best communicate with your customers is essential in running a successful business. But keeping up can be difficult given customers tend to move across devices and channels such as phone, email, chat, mobile apps, SMS, IVR, social media, video chat...
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,...
