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Customer Experience During Uncertainty: Forrester’s 2020 CX Index Report

Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the economy now registered moot, experts are now weighing on what it means to deliver relevant customer experiences.

Stay Ahead of Evolving Customer Behaviour this Holiday Season

Reinvent the “New Normal” Customer Experience

6 Ways to Unlock the Hidden Value of IT in CXaaS Programs

4 Questions to Decide if Contact Centre Outsourcing is Right for You

There’s a common misconception around the term, “contact centre outsourcing.” Many business leaders assume it is mainly a cost-cutting measure. What they don’t realise is that outsourcing is more than just a consolidation of functions for reducing costs.

3 Key Strategies for Long-Term Contact Centre Success

The world has changed, success lies in organisations that are nimble enough to utilise innovations born out of crisis. CX leaders in the European contact centre space who want to emerge stronger after COVID-19 need to act on the new expectations of both their customers and agents.

3 Ways Automation Provides Authenticity at Scale in a Crisis

Customers want to be heard in times of uncertainty, but massive call spikes and closed offices are some of the challenges are getting in the way of the human connection that’s desperately needed right now.

Contact Centres Maintain Human Connections in Times of Crisis

In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They have questions. They need answers. And in many cases, they are looking to connect with other people to share their experiences, emotions and find someone who will listen. It’s a way to gain reassurance that we’re all in this together.

4 Work-from-home Resiliency Strategies for the Contact Center

To weather a crisis, it’s essential that you react and plan strategically. TTEC’s webinar, COVID-19 NOW: What you need to Know NOW, tackled the resiliency practices contact centres need to face histories largest at-home migration.

3 Essential Steps to Prepare Bots and Employees for Shared Success

Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but research shows many employees also fear being replaced by technology.

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