Let’s face it: customers hate using Interactive Voice Response systems (IVRs). They particularly dislike having to enter a seemingly endless series of prompts, wondering if they’ll ever be able to have an issue resolved. It’s hardly surprising that the majority of customers are dissatisfied with their IVR experiences.
There’s a common misconception around the term, “contact centre outsourcing.” Many business leaders assume it is mainly a cost-cutting measure. What they don’t realise is that outsourcing is more than just a consolidation of functions for reducing costs.
There is a bias that call recording software is only good for listening to past calls for quality assurance and compliance. In reality, speech analytics is a valuable tool for any customer service and sales team to uncover trends and top performing behaviours captured from successful interactions.
On a recent webinar, “Future proofing customer contact: Enable always-on CX for the always-connected customer” CX experts from TTEC and TTEC’s key technology partner in Europe, LivePerson, shared lessons and insights about the trends that are shaping customer experience in today’s new reality and how
Many experts say, “Looking for a job is a full-time job”. It takes time, effort and patience to find the right fit. Perfecting your resume, combing the web for job openings, networking with friends and colleagues and getting acquainted with each company’s uniquely different application and hiring process is stressful.
The nature of work and life has been forever altered by COVID-19, forcing industries of all nature to rapidly adapt. This is especially true for the BPO space, which had to prioritise technology for continuity and to enhance customer and employee experiences that have shifted home.
The days of colossal IT projects are over. Long live nimble, accelerated digital initiatives.
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.
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.