Customer Innovation

Charter Communications uses social media to move from a culture of compliance to one with a commitment to customers.

Using social CRM as a business practice to transform the customer experience requires understanding its role in customer-focused business strategy.

Poor customer experiences cost companies customers and revenue. Here's how to change course and create a virtuous cycle of satisfaction and profitability to better meet performance targets.

Logitech partnered with TeleTech to improve their customer experience and increased their Net Promoter score by 70 percent.

Anticipating the 2009 transition of U.S. television stations from analog to digital transmission, the Federal Communications Commission (FCC) launched a national digital television (DTV) consumer education campaign. The campaign was established to help citizens adapt their older analog televisions to receive digital television signal transmissions...

A mobile broadband services company wanted to create a voice and chat sales team without investing in internal infrastructure and straining resources. TeleTech converted 25 percent of all conversations into sales, secured higher monthly subscriber fees and decreased the cost per order by $5.  

A major cable provider needed to consolidate online sales and services to create a seamless customer experience and maximize revenue. Using a TeleTech online chat solution, the company generated more than $5 million in additional revenue.

For business leaders wanting to improve their customers' support options and experience,
TeleTech delivers online customer support services and live help options with our integrated set
of voice, chat, e-mail, and e-commerce response services. These services enable businesses to
deliver personalized online interactive assistance that can rapidly solve customer issues leading
to favorable customer impressions, improved customer satisfaction (CSAT), and increased Net
Promoter Scores (NPS)...

For strategic business leaders looking to leverage social customer networks to improve customer
experience and satisfaction, TeleTech delivers Social CRM solutions that enable customer
reference selling, allow for better brand control in the marketplace, and extend the reach of
customer service...

TeleTech provides high-performance technical and helpdesk associates assisting in both Tier 1
and Tier 2 technical support activities. This includes varied dispatch, service connectivity, troubleshooting,
trouble ticket management, and repair issues...

With TeleTech@Home, clients can leverage best practices and centralized technology from
our traditional service delivery centers utilizing a virtualized, specialized, and scalable talent
base. Our part-time hiring model allows us to schedule associates more precisely to client call
arrival patterns, saving our clients money in downtimes and thus reducing FTE requirements
by achieving a higher "in chair" occupancy...

A European discount airline required a single source for every type of customer inquiry from
questions about flights and fares through final reservations. This customer required a partner
who could quickly implement new information and communicate it to its passengers...

Our technical support program provides benefits across industries. TeleTech teamed with
a telecommunications provider to help them achieve a 72.1% customer satisfaction score.
We consolidated another client's existing European tech support operations seamlessly into
one service delivery center, supporting multiple languages...

TeleTech@Home is a sophisticated outsourcing solution providing access to robust work-athome
technology in addition to a well-educated, highly specialized, and flexible workforce for
our clients' most important and complex customer interaction work...

Outcome-driven contracting turns the traditional outsourcing model on its head: instead of buying service by the time slice or the transaction, clients buy service by the organizational outcome.

After TeleTech implemented a new business processes and self-service technologies, a healthcare company was able to decrease service delivery costs by 35 percent and efficiently serve more members.