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Content Delivery – Removing necessary fields and how to add new fields to the API response

Perficient Digital Transformation

The term “headless” comes from the concept of chopping the “head” (the front end, i.e. the website) off the “body” (the back end, i.e. the content repository). With Optimizely you can implement your headless solution using the Content Delivery API. But, that didn’t work for me how I wanted.

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Digital strategy vs. digital transformation: 3 ways to make both work for your brand

TTEC

The thoughtful use of digital technologies can bring great competitive advantages: better customer experience, improved employee experience, and long-term bottom-line benefits. A digital strategy focuses on using specific technologies to improve how a business operates. Know the key differences. This alignment is key.

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Intelligent automation vs. RPA: How to avoid key mistakes

TTEC

But even modern tools can be damaging for the employee and customer experience if used at the wrong place and time. Intelligent automation is an umbrella term for several automation capabilities working in unison to deliver improved business results. Intelligent automation do’s: Use intelligent automation to empower associates.

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Outsourcing vs. managed services: how to select the right service for your business needs

TTEC

But don’t be fooled—these terms aren’t interchangeable. What are the top reasons to use outsourcing? The partner will determine whether any operations are compromising performance and create a plan for immediate improvements and long-term enhancements, in addition to providing skilled staff to support the company’s business needs.

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Avoid these 3 common mistakes when it comes to average handle time vs. average talk time

TTEC

AHT, on the other hand, is a broader term that encompasses more of the call: it includes hold time, talk time, and any post-call time an associate needs to perform wrap-up work. The customer inquiries and issues landing with associates are more complicated than they used to be. Putting too much emphasis on AHT and talk time.

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Captive contact centre vs. outsourcing: The most overlooked part of retail CX

TTEC

While this can be challenging for a captive centre, a benefit of process outsourcing is that an outsource partner has resources around the world – with physical space, technology, and staff at the ready for short term or long term. Hiring the right people. When supporting customers, speed and efficiency are the names of the game.

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Omnichannel vs. multichannel contact centre support: Key differences and why it matters

TTEC

And while both terms are often used interchangeably, there are distinct differences to these approaches. When it comes to customer service, customers expect fast and accurate support through the channel of their choice. It’s up to businesses to figure out how to best meet those expectations. What is omnichannel support?