The digital transformation of contact centres has been accelerating at a pace never seen before – jump-started even further by the pandemic.
TTEC and Genesys recently hosted a webinar focused on ‘How to Navigate the Complexity of Digital Transformation.’ The guest speakers on the webinar were Gilles Talbot, Strategic Business Consulting Director at Genesys, and Ryan Swanger, SVP Solutions Factory at TTEC.
There’s no denying the vital role contact centres play in brands’ ability to meet customer needs quickly and efficiently. When done well, centres offer seamless experiences by connecting customers with the information they need – whether it's via an agent or through automated technology – when and how they need it.
The automotive sector is undergoing change at a pace that is faster than the industry has ever seen. The UK government has announced that the sector must go fully electric from 2030, which seems extremely ambitious when internal combustion engines have been a feature of cars since earlier pioneers like Henry Ford started selling vehicles.
Direct or branchless banking should have flourished in an environment where the COVID-19 pandemic accelerated a shift to digital channels, but it’s more complicated than that, according to J.D. Power’s latest U.S. Direct Banking Satisfaction Study.
Apple has been forced to delay the launch of their latest iPhone because there is a global shortage of silicon chips - the most basic building block for any modern electronic device. Delays to new phones and computers might be the expected outcome from a crisis in supplying chips, but what about cars?
At a time when customers want great experiences at an increasingly faster pace, automation plays a crucial role in helping brands deliver.
When Burgoyne Hughes, senior manager of call centre operations at GE Healthcare, says his team helps people in “moments that matter,” he means it. Agents field calls from doctors, nurses and other medical professionals who need equipment – often, life-saving devices – serviced, and they need help and information quickly.
Optimisation of customer experience architecture has been a priority for companies in 2020 given the effect the year has had on buying habits, customer needs and workforce logistics. Personalisation, automation at scale and cross-channel integration have never been more important. But with the myriad tools, processes and systems available, making effective structural changes to your CX stack can be a daunting proposition.