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TTEC
EMEA Blog


How to optimise your multilingual sales operating model

Companies are facing increasing cost pressures globally. Inflation is soaring and the cost of labour continues to rise as the war for CX talent rages. Brands have to consider new operating models and are more focused than ever on transforming their operations as they look to deliver enhanced results at lower costs.

Upstream Works Looks To AI To Help Agents Help Customers

TTEC EMEA has been a partner of Upstream Works for many years. Upstream Works has spent the past 15 years innovating how contact centres function. Their software is known for being focused on real business problems and they take pride in the fact that two thirds of all the features in their current system were requested directly by customers of the software.

South Africa And Egypt Are Locations To Watch For BPO

Although TTEC is based in Denver, Colorado, the company is truly global. Here in the EMEA region we have several regional hubs and even more locations across Europe, the Middle East, and Africa.

The Key To Building A Future-Proof Company

Travel is roaring back—is your customer support ready?

After more than two years of lockdowns and social distancing, consumers are once again taking to the skies, roads, rails, and sea to make up for lost time. Excellent customer support is a critical part of travel and hospitality.

Business intelligence vs. predictive analytics: How to use the right approach

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.

CX Can Transform Your Customer Relationship Over Decades

Last year I posted an article here about how I felt that the design of modern customer experience (CX) solutions resembles conducting an orchestra. I was thinking about this article again when I heard Ivan Kotzev from Nelson Hall, talking on the CX Pod Europe. Ivan is a great CX thinker.

Captive contact centre vs. outsourcing: The most overlooked part of retail CX

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.

Omnichannel vs. multichannel Contact Centre: Knowing the difference is critical to customer support success

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.

Avoid these 3 common mistakes when it comes to average handle time vs. average talk time

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.

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