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Avoid these 3 common mistakes when it comes to average handle time vs. average talk time

For many brands, average handle time (AHT) and average talk time have traditionally been extremely important metrics. The quicker an associate can resolve a customer issue or question, the better the customer experience – or so we thought.

Struggling to become digital-first? It’s time to rethink first call resolution vs. first contact resolution

Digital-first: it’s top of mind for many brands that want to meet modern customers’ demands and keep up with (and surpass) competitors. Yet many companies still aren’t grasping what the concept truly means.

Digital transformation vs. business transformation: Both are critical to brands’ success

Evolution is key to any brand’s success, especially in a fast-paced world where technology and opportunities are constantly changing. Standing apart from competitors requires continual evaluation, pivoting, and growth.

But what does it really mean to transform? Is a digital transformation the same as a business transformation? And if not, when it comes to digital transformation vs. business transformation, which is more important?

TTEC EMEA’s most popular content of 2021

2021 was about moving forward. The content we wrote this year focused on how the best of humanity, technology, and innovation helped organisations push past the pandemic and into a brighter future for customers and employees.

Join us as we explore TTEC's most popular content from this year to get a head start on making 2022 the best year ever for CX:

TTEC blog posts

CX Pod Europe: Building A New Contact Centre During Covid

I was recently invited to be a guest on the TTEC EMEA CX Pod Europe - the TTEC EMEA podcast that focuses on ideas and thought leadership focused on cus-tomer service and experience.

Omnichannel vs. multichannel: Turn key differences into competitive advantages

At first glance, the terms multichannel and omnichannel appear interchangeable. After all, they both involve multiple channels. However, there are significant differences between these terms and recognising those differences could determine whether a business delights or disappoints its customers.

2021 Black Friday guide: 5 CX strategies for retailers this holiday season

Black Friday (plus Cyber Monday and the many weeks before and after) will be different this holiday season. Retailers will face customers supercharged by digital centricity who are fighting product shortages, higher prices, busy schedules, and holiday craziness.

Inbound vs. outbound contact centre: The right CX destination

Contact centres are built around conversations, and like any good discussion there must be a purpose. Customers expect their experiences with a contact centre to be easy and effective, brands need to deliver on these expectations with the right people and technology.

Let’s explore how two common types of contact centres, inbound and outbound, require the right mix of empathy and innovation to increase satisfaction and loyalty.

Direct Line And Aviva Both Demonstrate How Modern Insurance Requires Transformation

In my work advising on customer experience (CX), I’ve often talked to insurance executives that struggle to connect to their customers. It’s a problem that is fairly unique to insurance, because this is a product nobody really wants to ever need to use. Nobody wants to “enjoy” the process of making a claim. Often the customer doesn’t even want to buy insurance, but it’s mandatory - like auto insurance for anyone driving a car.

Ecommerce vs. brick-and-mortar: Unlocking retail success in 2022

Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology.

Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022.

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