From the first telephone to Google Wallet, technology has rapidly transformed the way people interact. This infographic takes a closer look at some of the innovations that have revolutionized the customer experience over the decades.
It doesn’t matter what country you live in, we are all citizens of this Earth, and we share a responsibility for our planet’s health. On Earth Day and, in fact every day, TeleTech uses its partnerships as an opportunity to remain dedicated to this cause. continue reading
Consumers expect an integrated experience across every available communication channel, and multichannel service is becoming increasingly important to companies. TeleTech CMO, Mark Grindeland, explains how the contact center is evolving to become the multichannel epicenter.
Put on your crazy pants because this infographic from Liberty Tax Service shares some wacky ways for you to take more tax deductions. But, off-the-wall tax tips aren’t the only thing that’s going extreme. Companies are going to any extent to beat customers’ tax day blues, and these examples from Fast Company are sure to give you some great ideas.
Communication service providers (CSPs) have unique and immense challenges–meeting customer expectations and offering memorable and unique experiences. They have large, increasingly sophisticated, and demanding customer bases, and their complex catalog of products and services via disparate network technologies have evolved over decades, each of which has its own set of supporting processes and systems. Throw in a far-flung service partner ecosystem and it is little wonder that many customers feel their CSPs are missing the mark with customer service. continue reading
Can increases in NPS boost your sales revenue? TeleTech’s test says yes.
There is a wide consensus that gathering, analyzing, and acting on customer feedback and Net Promoter ScoreTM (NPS) can help organizations make dramatic improvements in service delivery, and when it comes to sales programs the same metrics reign supreme.
It seems intuitive that prospects who receive a positive sales experience are more likely to purchase, but today’s business leaders don’t measure sales success with customer experience metrics. Instead, they tend to concentrate on close rates and revenue-per-interaction. So, TeleTech decided to put this to the test and answer the question: Does delivering an exceptional experience (as measured by NPS) deliver improvement in inbound/outbound sales programs?
We ran a test, and here are our findings. continue reading