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.
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EMEA Blog
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.
These 4 webinar takeaways focus on the strategies to move your workforce home, weather uncertainty and ultimately move beyond emergency mode:
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.
Contact Centre vs. Call Centre: 6 Key Differences and Why it Matters
Does your business need a call centre or a contact centre? Although these terms are often used interchangeably, there are key differences between these common business communication models. Understanding the difference between a call centre and contact centre, and how they apply to your business needs, is a critical first step to building an efficient, differentiated customer experience that drives loyalty and customer satisfaction.
Customer Journey Strategy: Five Ways to use Customer Journey Maps as a Strategic CX Tool
Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge.
There are a number of things a business can do to become truly customer centric. First and foremost, it needs to decide to become a Customer Experience Brand –to see the customer experience as central to differentiation and creating competitive advantage.
Customer Experience Management Strategy and Best Practices
This was originally posted as an article in the Customer Strategist Journal.
To read the latest issue click here.