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Apprentice, Professional, Mentor, Visionary: Are These Four Classic Career Stages Still Relevant Today?

I’ve been at rogenSi, a part of TeleTech’s Consulting division, for over a decade, but I still recall my first day at work in a new role in other organizations I joined over the course...

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Forget ‘Mobile-First.’ Think ‘Customer-First.’

Consumer expectations toward mobile are increasing every day. Smart companies are responding with a customer-first approach when designing their mobile engagement strategies. Because 80...

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Healthcare’s Cybersecurity Conundrum

It’s no secret that the healthcare industry is becoming increasingly digitized. Electronic medical records, wearable devices, telemedicine, and other innovations make it easier than ever for...

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Four Tips to Engage and Empower Your Workforce

An engaged workforce is a fundamental business driver for an organization’s success. And forward-thinking business leaders are striving to gain and retain high levels of employee engagement...

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Breaking Up Is Hard to Do: Three Ways to Make Returns Painless for the Customer and the Company

A major component of the retail customer journey is returns. Customers invariably decide to return products that aren’t the right size, the right color, the right type, or the item simply...

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A Customer-Centric Approach to Addressing the Competitive Forces Shaping Mexican Telecom

Last September, this blog post outlined how deregulation in Mexico’s telecommunications market would fundamentally change the customer experience. These changes include how the entrance of...

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Ten Things to Ask Yourself About Automotive Customer Experience Technology

In recent years, the automotive buying journey has been transformed by digital technology. From consideration, evaluation, and purchase, digital channels serve as the primary information-gathering...

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A Growing Demand for In-Line Analytics

More companies are gaining greater interest in the use of in-line analytics, and you may be wondering why. Here’s an explanation given a historical perspective. I have spent more than 20...

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On the Path to Super Associate Success

Behind every great contact center associate is an equally efficient knowledge base system, and vice versa. Therefore, as brands seek to cultivate an emerging breed of super associates, care...

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