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.
Let’s face it: customers hate using Interactive Voice Response systems (IVRs). They particularly dislike having to enter a seemingly endless series of prompts, wondering if they’ll ever be able to have an issue resolved. It’s hardly surprising that the majority of customers are dissatisfied with their IVR experiences.
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.
There is a bias that call recording software is only good for listening to past calls for quality assurance and compliance. In reality, speech analytics is a valuable tool for any customer service and sales team to uncover trends and top performing behaviours captured from successful interactions.
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