In 2020, the implementation of contact centre automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the competition.
TTEC
EMEA Blog
Effortless Experiences Start with One-to-One Relationships
Over the past 10 years we've seen this buzzword called “omnichannel” come into play. This has left organisations with a channel-first strategy that ironically led to less access and fragmented conversations due to poor hand-offs, technology introduced for technology’s sake and misuse of data.
Here’s What Always-On CX Looks Like in the New Normal
On a recent webinar, “Future proofing customer contact: Enable always-on CX for the always-connected customer” CX experts from TTEC and TTEC’s key technology partner in Europe, LivePerson, shared lessons and insights about the trends that are shaping customer experience in today’s new reality and how a global
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.
Here’s How Sales Professionals Can Succeed in the New Reality
At its best, sales is about helping clients succeed. When we help our clients win, we win as well. But these aren’t normal times and sales approaches that worked a few months ago may not work today. How can salespeople survive or even come out stronger in this new reality? The answer comes down to three core principles: be authentic, buyer-focused, and human. Here are four examples of how sales leaders can do exactly that.
4 Ways Financial Institutions Can Quickly Deploy Digital Strategies for Crisis Response and Beyond
The COVID-19 pandemic has blown open the so-called “digital front door” of financial institutions—forcing companies to scramble to accommodate an influx of digital interactions and transactions. Reacting to change is one thing, though, and proactively meeting customer expectations is another.
How Messaging Improves Call Volume Spikes Now and Creates Better Long-term Experiences
It’s not a secret that customers typically call customer support as a last resort but in recent weeks, companies across many industries have reported high increases in call volumes, which fluctuate depending on developments related to the COVID-19 pandemic. Companies need a fast way to reduce call volumes and still provide the support that customers are looking for.