To our partners and clients, it goes without saying that these are unprecedented times. During this global crisis, we are all making the best decisions we can as individuals, as family members, and as businesses. At TeleTech Philippines, employee welfare is our topmost priority as we continue to mobilise resources and support to ensure employee safety and business resiliency.
Contact centre associates have long been at the front line of customer issues but historically, companies have not typically tapped their insight for new customer solutions. What if, instead of being powerless to solve a problem, contact centre associates were proactively identifying solutions in a methodical, strategic approach that improves efficiencies, increases cost savings, and increases customer satisfaction?
Hospitals and health systems are at the front line in battling the COVID-19 pandemic. Rapid responses to surging patient call volumes are critical. We’ve identified three urgent issues where healthcare outsourcing and innovative messaging technology offer fast, viable ways to ramp up support channels and optimize contact centre operations with skilled associates.
When a crisis strikes, anxiety levels rise. People are unsure of what will happen next. They need answers. Oftentimes, they are looking to connect with other people to share their concerns, experiences, and find someone who will listen. It’s a way to gain reassurance that they're not alone.
No one can predict the future, but strategic planning determines how well companies survive unexpected events. TTEC’s webinar, COVID-19 NOW: What you need to Know NOW, outlined resiliency practices that will help contact centres navigate these uncertain times. These 4 webinar takeaways focus on the strategies to move your workforce home, withstand uncertainty, and ultimately move beyond emergency mode.
No one has been left untouched by COVID-19. The test we’ve been faced with is unimaginable. Regardless of how well prepared we have been with contingency plans built out of past catastrophes – tsunamis, volcanos, earthquakes, hurricanes, fire – nothing could have prepared us to the point where we would have considered all 40,000 workstations and 50,000 employees having to work at home.
In the midst of the COVID-19 pandemic, working from home has become essential to maintaining contact centre business continuity. Distributed workforces offer significant business value—even after the pandemic has resided. We’ve outlined key benefits and reasons why home-based contact centre agents represent the future of customer support.
Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but research shows many employees also fear being replaced by technology.
Life is complicated and rarely goes as planned. For customer-facing companies, sudden emergencies like natural disasters or data breaches can trigger waves of consumers looking for help and answers. Seasonal issues can creep up on companies too, when customer interactions wildly fluctuate throughout the year.