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TeleTech Blog


Best practices, important trends, latest thinking. We live and breathe customer experience.

Recent Posts

Four Ways to Unlock Sales Opportunities in Service Interactions

Let’s face it: consumers are immune to fliers, telemarketing calls, and emails that go straight to their junk folders. Instead of overspending on marketing and sales budgets, some companies...

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Outsourcing: Which shore is right for you?

Outsourcing customer care and technical support is a best practice for brands looking to improve the experience and build efficiencies with the help of customer management experts. The most common...

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It Is Time to Toss Average Handle Time

When it comes to managing Average Handle Time (AHT) in any contact center, there are countless articles on how to reduce, optimize, and measure the time spent engaging with a current or prospective...

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How to Craft and Scale a Personalized Onboarding Experience

Open enrollment season is here and with it comes a fresh opportunity to drive greater customer satisfaction and lifetime loyalty with a savvy onboarding strategy. One of the best ways to drive...

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When Manual Decisions Become a Novelty

Imagine a future where consumers no longer compare and select products, because companies already know exactly what each person wants and automatically deliver the right product.  This may...

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Automakers Must Understand and Implement Customer Experience Changes

When Uber and Lyft debuted on the scene, taxi companies didn’t worry because they had laws on their side about who can provide car services. Until they didn’t. When Airbnb first...

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7 Lessons Learned from CX Initiatives that Fell Flat

Thomas Edison is believed to have said that he didn’t fail, he just found 10,000 ways that didn’t work. Such is the nature of business. Plenty of technologies and business models rise...

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Know Your Digital Customers

Digital channels top the list of preferred channels for both acquisition and retention, and continue to grow. Data-driven digital initiatives such as mobile marketing, social media ads, and search...

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Millennials Want a Different Way to Work

Millennials, people born between 1980 and 2000, have become the largest generation, now numbering 83.1 million and representing more than one-quarter of the nation’s population,...

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