Transforming a Contact Center into an Insights Center

DENVER, Feb. 9, 2017 /PRNewswire/ -- Customers have simple expectations. They expect the brands with whom they do business to know who they are when they reach out. Customers also expect these brands to be able to call upon past information to quickly resolve their issues. The problem is, if companies don't have strong analytics capabilities in place, they will have a hard time feeding their associates the insights they need to meet – and exceed – these seemingly basic desires.

The result, not so surprisingly, is frustrated customers that are likely to take their business elsewhere, and unhappy employees that are less likely to be engaged with their work.

On the other hand, the companies that have strong analytics capabilities are being rewarded with loyal, repeat customers, and engaged, thriving employees. And the combination carries the potential for great financial reward. In fact, Forrester predicts that the companies that are able to harness customers' digital insights will increase their revenue from $333 billion in 2015 to $1.2 trillion by 2020.¹

This month, TeleTech's eNewsletter, Dialogue takes a close look at how the latest analytics strategies and technologies can help brands reach their business goals.

The February issue includes:

• An e-book revealing eight things brands should consider when updating their analytics capabilities.
• The latest, digital edition of Customer Strategist, "The Complexity of Simplicity."
• An overview of the reasons why small, human gestures can go miles with customers.
• A infographic that portrays the true state of customer centricity.

The Dialogue eNewsletter is published 12 times a year and has been designed to inspire customer experience excellence. Each issue contains the best customer-centric thought leadership and in-depth research articles. Click here to subscribe.

ABOUT TeleTech
TeleTech is a leading global provider of customer experience, engagement and growth solutions. Founded in 1982, the Company helps its clients acquire, retain and grow profitable customer relationships. Using customer-centric strategy, technology, processes and operations, TeleTech partners with business leadership across marketing, sales and customer care to design and deliver a simple, more human customer experience across every interaction channel. Servicing over 80 countries, TeleTech's 40,000+ employees live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TeleTech is bringing humanity to the customer experience, visit teletech.com.

¹ "Predictions 2017: Artificial Intelligence Will Drive The Insights Revolution, November 2016, Forrester", https://go.forrester.com/wp-content/uploads/Forrester_Predictions_2017_-Artificial_Intelligence_Will_Drive_The_Insights_Revolution.pdf