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Telkom South Africa (Telkom), Africa’s largest integrated communications company, was at a crossroads. The company was exposed to high churn risk as a result of its much-criticised service approach and increased competition from new players....
A leading international medical centre recognised the need for widespread process improvements, but wanted to take a progressive approach that would result in meaningful improvements to every patient experience. For the pilot program, we centred...
The ChallengeOur client is a leading global international property and infrastructure group who lacked a single view of their customer, discrete customer engagement channels and did not provide self-serve options. The SolutionWe built a customer...
Although our client knew us for our ability to hire, train, and manage our own customer experience associates, in 2011 they asked us for help with their own employees. This multi-national communications provider asked to us develop a better way...
In today’s interconnected and always-on world, consumers demand tools that enable them to interact with brands at their convenience across multiple channels. A wellness brand understands this trend and is striving to better meet its members...
The Challenge A major global car maker was winning plaudits from auto buffs for the high quality of its engineering and manufacturing. But it was continually ranking near the bottom of customer satisfaction surveys. With 21 million customers...
Our client, a leading technology manufacturer, sells thousands of products around the world and interacts with thousands of customers daily through phone calls, email, chat, and online forums. In any given month, the company handles questions for...
The challenge Fast service is paramount in the food delivery industry, which includes customer service. A hyper-growth food delivery company wanted to stand out in the competitive market with a great experience. It wanted to provide consumers,...
Challenge An online eyeglasses retailer with a growing global market wanted to accelerate its positive social media buzz and build more business. Customer sales support was provided by local staff, but with purchase abandon rates running at 30...
CX TRENDS REPORT Top 5 CX Trends in Healthcare Learn how to deliver exceptional patient and member experiences that drive healthy outcomes To help guide healthcare organisations, here are 5 customer experience trends that payers and...
TTEC named Service Excellence Company of the Year in Asia CEO Awards TTEC wins Service Excellence Company of the Year and earns further finalist recognition at prestigious awards 18 October 2018 – TTEC, a leading global customer...
TTEC named Best Training and Development Program winner in the 2019 Customer Contact Week Excellence Awards Sydney, 1 March 2019 - TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global customer experience technology and services company...
Cheat Sheet 6 Ways for Healthcare Contact Centre Agents to Better Engage with Members and Patients Empower agents to deliver great CX anytime, anywhere. There are immediate and long-term steps healthcare organisations can take to...
The Challenge A leading telecom was looking to improve the efficiency of its customer-facing and enterprise back-office operations. It was open to automation, but was looking for a partner to make the right investments in the areas that would have...
The Challenge A leading global financial services company with business lines in life, vehicle, travel, and health insurance, had a legacy claim storage system that was unable to show linking between multiple claims. The lack of linking between...
The Challenge A pharmacy benefit management organisation wanted to drastically improve the way services were managed across the enterprise. The key challenge was replacing a manual processing approach that was error-prone, time intensive, and...
The Challenge A global health services organisation, with insurance subsidiaries that are major providers of dental, medical, Medicaid and Medicare plans, needed to modernize its claims systems to be more flexible and configurable. The Solution We...
The Challenge A prescriptive analytics solutions company serving a diverse set of industries needed a more user-friendly platform for building customised vertical solutions. The company’s prescriptive analytics solution was extremely robust...
At TTEC Digital, we design digital courses that support employee development and engagement goals. The digital content embedded in each of our learning series is modular, engaging, immersive, and captivating. This course catalogue outlines the...
Resiliency Begins at Home Home-based associates represent the future of the contact centre. To compete today, you’ve got to be flexible. This holds true even in the contact centre world. Large physical structures, while still...