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.
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.
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.
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.
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.