×

TTEC
APAC Blog


Voice of the Customer Best Practices and Strategy

Most customer experience leaders say they have active voice of the customer (VOC) programs in place. They track NPS, ask customers to complete post-interaction surveys, and employ speech analytics. But too often they are not really listening.
 

Contact Centre Analytics Solutions: Six Ways Analytics Impact Business Outcomes

Contact Centre vs. Call Centre: 6 Key Differences and Why it Matters

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.

Loyalty Program Strategy: 5 Best Practices to align with your Business Strategy

Customer loyalty programs are at their core tactical mechanisms for altering the behaviours of specific customers. The behaviours you most want, however, might be quite different, depending on your business model and competitive situation. If you can’t now identify your customers across channels or stores or business units, a loyalty program can help you do that.

Unlock Relevant Sales Experiences with Speech Analytics

The at-home environment has put digital, convenience and proactive service into hyper-drive. This applies to sales as well as customer service. Inside sales associates are turning to new ways to meet and beat sales targets.

Stay Ahead of Evolving Customer Behaviour this Holiday Season

Contact Centres Maintain Human Connections in Times of Crisis

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.

Reinvent the “New Normal” Customer Experience

Why CXaaS Matters, and How It’s Good for Your Business

You may have heard the phrase, “customer centricity is a journey, not a destination.” A good a customer experience (CX) program is never complete. It should be continuously refined and improved upon based on factors such as the changing needs of customers, business, and the economic and technology landscape.

VOC Analytics: 5 To-Dos in the New Era of Data

Capturing customers’ expectations, aversions, and preferences—i.e. listening to the voice of the customer (VOC)—is table stakes for most organisations today. It has proven to help organisations retain customers, build better products, deliver better services, and systematically understand customer experience to drive meaningful change.

Pages