TTEC
APAC Blog

After a year unlike any other, students are preparing to return to campuses across Australia later this year, and many of them will be arriving from other countries – bringing many questions with them.

The pandemic accelerated digital adoption of messaging, web and cloud at light speed, and in doing so contact centres have been at the front-line of large volumes of people in need for support, comfort and information.

The COVID-19 vaccination rollout has been an incredible task across the globe. Australia, now faced with the task of its own steady rollout needs to focus on the ways other countries have successfully, and unsuccessfully, released it to the public.

As Asia-Pacific beings its gradual path to recovery with the COVID-19 vaccine, organisations are moving to communicate distributing and administration with stakeholders about the vaccine rollout.

2020 has been a wakeup call for customer experience, but not everything will stick. In TTEC’s first-ever LinkedIn Live happy hour, guests from around the world raised their glasses for a Q/A discussion with famed CX coach and author Dan Gingiss: CX for What’s next – 2021 What’s Hot and What’s Not?

How has COVID-19 affected customer and brand loyalty and what can businesses do to regain that loyalty? Here’s what industry experts, researchers, and customer experience leaders are seeing on the ground as major corporations to SMBs attempt to answer this very question.

As another season approaches, it’s unquestionable that communities need to ramp up capacity to test, trace, and isolate to prevent a surge of new COVID-19 cases. While contact tracing is a proven disease control strategy, government agencies can’t do it alone. Universities, healthcare systems, and private organisations also have a role to play.

One of the effects we’ve seen from the COVID-19 crisis is that the digital evolution of industries has accelerated from both a consumer and business perspective. But with the shift to digital and AI-driven applications happening so rapidly, companies are grappling with new challenges such as, how do we deliver frictionless customer experiences in a virtual environment?

In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They have questions. They need answers. And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. It’s a way to gain reassurance that we’re all in this together.