TTEC
APAC Blog

Does your business need a call centre or a contact centre? Although these terms are often used interchangeably, there are key differences between these common business communication models. Understanding the difference between a call centre and contact centre, and how they apply to your business needs, is a critical first step to building an efficient, differentiated customer experience that drives loyalty and customer satisfaction.

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.

When uncertainty struck, customer experience operations had to repurpose themselves to handle higher volumes of messaging interactions across multiple platforms, accelerate their use of automation in the channel and recruit the right kind of talent to fit modern customer expectations. In a world where consumers already were already living on their phones, these moments of crisis made digital connections more necessary than ever.

Digital transformation is more than technology. It’s the people, leadership and experiences that drive innovation and amazing experiences in an organisation. These factors act as the building blocks to a successful digital journey.
 

What does it mean to maintain employee engagement and productivity levels when working from home becomes part of the new normal? Companies that are making plans for their employees to work from home permanently for the first time must answer this question and more.

The COVID-19 pandemic put digital transformation into hyperdrive, utilising technology to connect people, work and recreation in a transformed world.

In battling the COVID-19 pandemic, rapid responses to surging customer support volumes are crucial. Health plan members need information and empathy. We’ve identified four member support obstacles where outsourcing and innovative messaging technology offer swift and viable solutions by adding skilled agents and expanding support channels.