EMEA Search Results for
"digital transformation"
Research Report Omnichannel Customer Service: 3 Takeaways for CX Leaders With so many customer service channels in use now, how effective are they and what are some best practices in omnichannel customer service? TTEC set to find out in a new...
When customer calls are directed to voicemail – or go completely unanswered – the result is a truly frustrating customer experience. Our client, the world’s largest commercial pest control company, was experiencing this issue...
The Challenge As more than half a year’s worth of rain fell in one three-day period, residents of numerous counties in central and northern Colorado (USA) were victims of historic flooding. In response, the American Red Cross opened shelters...
This was originally posted as an article in the Customer Strategist Journal. To read the latest issue click here. Customer loyalty is the product of great customer experience. And in many cases, your company’s customer experience becomes...
The challenge When starting a new job, it’s common for new hires to face an initial learning curve. At a major telecommunications firm, however, new hires for a particular line of business’s contact centre had a history of barely...
Customer-centric companies have long understood the need to manage their customer portfolio, rather than just their portfolio of products or services. These firms know that the customer portfolio must be the fundamental factor guiding how a...
This was originally posted as an article in the Customer Strategist Journal. To read the latest issue click here. There’s so much data out there, it’s hard to wrap your head around it. Luckily you don’t have to. Technology...
Not every company needs an outsourcing partner. As a customer experience outsourcing organisation (CEOO), this seems like an antithetical statement. But with a track record of having developed and executed countless successful projects, we also...
The challenge A global payments technology provider understood the value of an excellent customer experience but struggled to scale its customer support and maintain its high standards of excellence. The tech firm, which was new to outsourced...
The Challenge A leading health plan was struggling to hire enough licenced agents in time for a recent open enrolment season. Executives found it challenging to recruit skiled agents for part-time work at specific contact centre locations. Failing...
CX Optimised Outsourced customer experience and technology services that improve customer satisfaction and reduce cost to serve. h1 { font-size: 30px; line-height: 40px; margin: 10px 0px 5px !important;}div#promo-banner { display: none ...
The Challenge A major global car maker was winning plaudits from auto buffs for the high quality of its engineering and manufacturing. But it was continually ranking near the bottom of customer satisfaction surveys. TTEC was brought in to fix the...
Eliminating the stress from back office work An organisation’s back office services work, which includes non-customer facing transaction processing, is fundamental to any great customer experience. That’s why it’s...
Our fraud prevention team is an extension of your team Using a blend of humans and technology we quickly detect fraud and protect your customers against modern fraud threats. We identify trends to spot fraudsters and investigate and...
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...
Reduce cost to serve and customer effort It's critical to create personalised, customer-centric experiences. To do so, the right technology and infrastructure is essential. There are many benefits of a cloud contact centre,...
A leading operator in the EMEA region lost 50 percent of its market share within four years of being awarded a new GSM license. Without a solid foundation to support data driven decisions, the company was unable to respond effectively to the...
Over the years I have followed the development of Artificial Intelligence (AI) with some interest. Back when I was actually developing software myself it was quite a scientific interest - what will be possible and when? Now it sometimes feels more...
Happy customers are the cornerstone of a successful brand, but what does it really take to get them? With so many factors affecting customer interactions it can be hard to know where to focus your time and resources. Customer experience (CX) has...
GROWTH SERVICES STRATEGY GUIDE Jump-start revenue and engagement with sales chat 5 keys to driving conversions through digital’s fastest-growing channel Chat is the fastest-growing digital channel and its popularity shows no signs of...