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TTEC
EMEA Blog


Inbound vs. outbound contact centre: The right CX destination

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.

Outsourcing vs. managed services: Knowing the difference will save you time and money

Outsourcing and managed services are appealing options for many companies at a time when workforces are stretched thin. But don’t be fooled—these terms aren’t interchangeable. Both involve receiving business services from a third party but determining which of the two options is the better fit could make the difference between a thriving company versus just staying afloat.

Back office vs. front office: boost productivity between both offices

Cloud vs. On-premise Contact Centres: 3 Critical Differences

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.

How to Create a Differentiated Customer Service and Customer Experience in the New Normal

In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial differences between them.

Open Talent: 3 Takeaways on the Future of the Gig Economy and Crowdsourcing

Society, technology and geography are critical factors that often shape a person's career decisions. 2020 expedited these factors, especially in the open talent economy.

NRF 2021: Trends that Retailers Bet will Outlast the Pandemic

3 Ways Contact Centres Can Create Kickstart Digital Experiences

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.

BPA vs. RPA vs. RDA, Oh My! Here are the Differences and Similarities

As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal.

The New Reality of Brexit: 3 CX Challenges to Face

When we last touched base on 31st Dec. 2020, the UK ended its transition period from the EU, closing one chapter of Brexit and opening another.

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