Workers increasingly want to feel energised and valued at their jobs, and in today’s tight labor market companies that don’t prioritise employee engagement are losing talent to brands that do.
Young, growing companies have a lot on their plates when it comes to determining priorities but focusing on employee experience (EX) from the outset will pay off well over the long run.
In the contact centre industry, it is commonly known that soft skills are critical to building trust and connection with consumers. One of the most important pillars of these skills is empathy.
And for good reason.
How better to serve the needs of people than to put ourselves in their position? What could be more important to the customer experience (CX) than a compassionate understanding of their feelings?
2022 was a challenging year. While technology companies struggled to retain talent and grow their business without breaking the bank, high-tech brands were looking ahead to the new year and sizing up the challenges and opportunities 2023 will bring.
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.
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.
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.
Doing business in 2021 requires nimbleness, adaptability and above all else compassion. But removing customer effort and eliminating workplace complexity is impossible without strategic digital transformation. With digital transformation a top priority for both private and public sector, a unique blend of humanity and technology is needed to serve the public with an effortless digital-first approach.
There is a common misconception that mobile and digital employees are strictly “Millennials.” The reality is most business personnel are fluent with mobile and digital technology, for both personal and professional use. The experienced workforce actually appreciates these tools more, because they know what it was like before.
We’re very excited to announce that TTEC has been awarded CCW’s “Disruptive Technology of the Year” award for our AI-enabled RealPlay™ training solution.
