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Milestones in Modern Customer Experience
Apr 29, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Customer Experience, Customer Service, Technology, TeleTechFrom 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.
Our Planet is a Shared Responsibility—What Earth Day Means to TeleTech
Apr 22, 2013 by Kenneth Tuchman, Chairman and Chief Executive Officer at TeleTech in Strategy, TeleTech
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
The Phone is Dead: Long Live the Customer Interaction Center of the Future
Apr 16, 2013 by Mark Grindeland, Chief Marketing Officer at TeleTech in Customer Experience, Customer Service, Multichannel, Strategy, Technology, TeleTechConsumers 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.
Wacky Ways to Reduce Taxes and Beat Customers’ Tax Day Blues
Apr 15, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Customer Experience, Customer Service, TeleTechPut 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.
Three Key Steps to Get Ahead of Customer Expectations
Apr 10, 2013 by Chris Burton, Senior Vice President, Communications, Media & Technology, TeleTech in Analytics, Customer Experience, Customer Service, Technology, TeleTech
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
What Customers Expect in the Telecommunications Industry
Apr 8, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Customer Experience, Customer Service, Multichannel, Social Media, TeleTechWhat do consumers think about the telecom customer experience?
Top-level telecom executives are focusing on the customer experience to compete in today’s hyper competitive telecom market. But, before they begin, they need to understand how customers perceive telecom companies and how the customer experience impacts their decision making. TeleTech performed an in-depth study of telecom customers and examined their sentiments about the telecom service experience. This infographic explains it all.
Crowdsourcing for Solutions to the Healthcare Quandary
Apr 2, 2013 by Ron Wince, President and General Manager, Peppers & Rogers Group in Customer Experience, Social Media, Strategy, Technology, TeleTech
In healthcare today, organizations must transform at a faster pace and on a wider scale. Crowdsourcing is helping them tap into customer ideas to do it.
What Customers Expect in the Healthcare Industry
Apr 1, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Analytics, Customer Experience, Customer Service, Multichannel, Social Media, TeleTechWhat do consumers think about the healthcare customer experience?
Top-level healthcare executives are focusing on the customer experience to compete for patient loyalty and referrals in today’s unstable healthcare market. But, before they begin, they need to understand how customers perceive healthcare companies and how the customer experience impacts their decision making. TeleTech performed an in-depth study of healthcare customers and examined their sentiments about the healthcare experience. This infographic tells it all.
Experiment Confirms Improving NPS ® Positively Impacts Sales
Mar 26, 2013 by Colin Brogan, Vice President and General Manager, NPS Solutions, TeleTech in Analytics, Customer Experience, Sales and Marketing, Strategy, TeleTech 
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
What Customers Expect in the Financial Services Industry
Mar 25, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Analytics, Customer Experience, Customer Service, Social Media, TeleTechWhat do consumers think about the financial service experience?
Top-level financial services executives are focusing on the customer experience to compete in today’s hypercompetitive market. But, before they begin, they need to understand how customers perceive financial services companies and how the customer experience impacts their buying decisions. TeleTech performed an in-depth study of financial customers and examined their sentiments about the financial services experience. This infographic tells it all.
