I was recently invited to be a guest on the TTEC EMEA CX Pod Europe - the TTEC EMEA podcast that focuses on ideas and thought leadership focused on cus-tomer service and experience.
Contact centres are built around conversations, and like any good discussion there must be a purpose. Customers expect their experiences with a contact centre to be easy and effective, brands need to deliver on these expectations with the right people and technology.
Let’s explore how two common types of contact centres, inbound and outbound, require the right mix of empathy and innovation to increase satisfaction and loyalty.
The digital customer reality is upon us. Over the past few years, there has been the emergence of “mobile-only” customers who prefer digital and mobile tools. The line between the online and offline worlds continues to blur more every day with mobile banking and tools, virtual customer service, and robust shopping experiences. It’s nearly impossible to serve customers without employing digital channels.
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.
There’s no overstating the importance of having high-quality contact centres. These centres are often where customers interact with a brand more directly, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good.
Diversity and inclusivity conversations are no longer taboo workplace topics. Given the social justice events and topics making headlines around the world, avoiding them is no longer an option.
The pandemic accelerated digital adoption of messaging, web and cloud at light speed, and in doing so contact centres have been at the front-line of large volumes of people in need for support, comfort and information.
Doing business in 2021 requires nimbleness, adaptability and above all else compassion. But removing customer effort and eliminating workplace complexity is impossible without strategic digital transformation. With digital transformation a top priority for both private and public sector, a unique blend of humanity and technology is needed to serve the public with an effortless digital-first approach.