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3 deal breakers when working with a CX outsourcer (and 5 must-haves)

Customers are some of the most valuable assets a company can have. Without them, brands (and the profit they produce) wouldn’t exist. So it’s no surprise that some companies might be hesitant to work with a customer experience (CX) partner to help support their customers as they scale and grow in this digital-first environment.

TTEC celebrated as innovative thought leader for AI-enhanced Let Me Know solution

TTEC has been honoured as an innovative thought leader in the customer experience (CX) industry, earning a Gold Stevie® Award for the work of our AI Centre of Excellence and our proprietary generative AI tool called Let Me Know.

CX Pod Europe: Building A New Contact Centre During Covid

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.

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.

Digital Customer Experience Strategy: Six Key Areas to Focus your Efforts

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.

Attended vs. Unattended RPA: It Doesn’t Need to be an Either-Or

At a time when customers want great experiences at an increasingly faster pace, automation plays a crucial role in helping brands deliver.

Knowledge Management Helps Transform GE Healthcare’s Contact Centres

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.

Captive Centre vs. Outsourcing: How to Pick the Right One for your Customer Service Needs

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.

Introducing the Humanify® DEI+ BOT: Get Comfortable with the Uncomfortable

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.

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.

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