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TTEC
EMEA Blog


3 Key Strategies for Long-Term Contact Centre Success

The world has changed, success lies in organisations that are nimble enough to utilise innovations born out of crisis. CX leaders in the European contact centre space who want to emerge stronger after COVID-19 need to act on the new expectations of both their customers and agents.

5 Essential Remote Training Tips for Contact Centre Agents

5 Innovations Reshaping Contact Centres for a Post-Crisis World

The Coronavirus pandemic has led to tectonic shifts in how people live and work all around the world. Social distancing and stay-at-home orders have upended traditional societal norms for work, commerce and play. And though the future is uncertain, what is known is that things will not go back to exactly how they were before the crisis started.

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 are 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 Strategies for Crisis Response and Beyond

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

How Messaging Improves Call Volume Spikes Now and Creates Better Long-term Experiences

It’s not a secret that customers typically call customer support as a last resort but in recent weeks, companies across many industries have reported high increases in call volumes, which fluctuate depending on developments related to the COVID-19 pandemic. Companies need a fast way to reduce call volumes and still provide the support that customers are looking for.

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.

4 Work-from-home Resiliency Strategies for the Contact Center

To weather a crisis, it’s essential that you react and plan strategically. TTEC’s webinar, COVID-19 NOW: What you need to Know NOW, tackled the resiliency practices contact centres need to face histories largest at-home migration.

Thank You TTEC

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.

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