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APAC Blog


The Race to Reshore: 4 Predictions on the Companies that Will Come Last

The decision for any business to reshore their operations is often prompted by changes in cost factors and other circumstances. In the wake of COVID-19 and lingering uncertainties, reshoring one’s customer service operation seems logical, but is it that easy, and is it sustainable?
 

Coronavirus Halted “Digital Transformation” Projects. That’s a Good Thing.

A quick skim among the tech press shows what on the surface looks to be troubling news - spending on "digital transformation" projects globally is down in the wake of the coronavirus.

7 Lessons that Will Enable Contact Centres to Emerge Stronger in a New Reality

The Coronavirus pandemic has disrupted business operations, supply chains, and livelihoods across the globe, ushering in a new reality. Contact centres are no exception: There has been a rapid acceleration in distributed workforces, expanded self-service options and increased uses of automation. After the crisis subsides, look for some of these temporary fixes to become permanent.  

3 Ways Automation Provides Authenticity at Scale in a Crisis

Customers want to be heard in times of uncertainty, but massive call spikes and closed offices are some of the challenges getting in the way of the human connection that’s desperately needed right now.

Here’s How Sales Professionals Can Succeed in the New Reality

At its best, sales is about helping clients succeed. When we help our clients win, we win as well. But these aren’t normal times and sales approaches that worked a few months ago may not work today. How can salespeople survive or even come out stronger in this new reality? The answer comes down to three core principles: be authentic, buyer-focused, and human. Here are four examples of how sales leaders can do exactly that.

4 Ways Financial Institutions Can Quickly Deploy Digital CX Strategies in the Return to a New Normal

The COVID-19 pandemic blew open the so-called “digital front door” of financial institutions—forcing companies to scramble to accommodate an influx of customer interactions in new ways. Reacting to change is one thing, though, and proactively meeting customer expectations is another.

Your FAQs Answered: What You Need to Know about Conversational Messaging

How to Reduce Call Volumes Now and Build Better CX Experiences

Here’s How Customer Service Automation and Healthcare Outsourcing Increase Payer Support During Critical Times

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.

Conversational Messaging: Why Customers Demand it (and How to Deliver it)

Forward-thinking business leaders understand that exceptional CX is about continuously seeking better ways to use technology, data, and operations. Well, today, a question for many consumers is, “Why can’t I message this company in addition to calling or sending an email?”

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