Think fast: What is the difference between business intelligence and predictive analytics and why does it matter? While many companies use these tools to better utilise the big data at their disposal, a quick Google search shows that these are still common questions.
As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact centre. Contact centres are often where customers directly interact with a brand, 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.
When it comes to customer service, customers expect fast and accurate support through the channel of their choice. It’s up to businesses to figure out how to best meet those expectations. This typically means choosing between omnichannel versus multichannel support.
For many brands, average handle time (AHT) and average talk time have traditionally been extremely important metrics. The quicker an associate can resolve a customer issue or question, the better the customer experience – or so we thought.
Digital-first: it’s top of mind for many brands that want to meet modern customers’ demands and keep up with (and surpass) competitors. Yet many companies still aren’t grasping what the concept truly means.
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.
TTEC has arranged two forthcoming in-person events on October 14th and No-vember 25th in partnership with our friends at Intelligent Sourcing magazine. The focus is on building back better after the pandemic - not just returning to whatever we considered was normal back in 2019.
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.