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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...

There’s a mantra for the new normal: Don’t waste my time. The novel coronavirus sent organisations scrambling to assert their dominance in the digital space, and with this came a renewed focus on seamless, easy interfaces across all...

A new law passed in Spain may be viewed as a burden but the truth is: It’s an opportunity. The customer service legislation requires companies with more than 250 employees or at least €50 million turnover to have a customer service...

Understanding where your customers are and how to reach them in a seamless fashion is the cornerstone of any modern customer experience. Unfortunately, by the time a customer typically reaches your contact centre it means you have failed to...

BELFAST, October 10, 2018 - TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global customer experience services provider focused on the design, implementation and delivery of tech-enabled transformative solutions for many of Europe’s most...

London, 5th November, 2018 - TTEC Holdings, Inc. (NASDAQ: TTEC) a leading global customer experience services provider focused on the design, implementation and delivery of tech-enabled transformative solutions for many of Europe’s most...

London, 23rd November, 2018 - TTEC Holdings, Inc. (NASDAQ: TTEC) a leading global customer experience services company focused on the design, implementation and delivery of tech-enabled transformative solutions for many of Europe’s most...

London, 11th December 2018 - TTEC (Tee-tek), a leading global customer experience services company focused on the design, implementation and delivery of tech-enabled transformative solutions for many of Europe’s most iconic and...

An organisation’s front and back office functions are fundamental to any great customer experience. That’s why it’s critical to keep both front and back office operations running smoothly and effectively. Yet, in many businesses,...

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. The podcast usually focuses on guests from outside TTEC so it was...

London, 19 June 2018 - TTEC (NASDAQ: TTEC), a leading global customer experience technology and services provider focused exclusively on the design, implementation and delivery of transformative solutions for many of the world’s most iconic...

  DENVER, April 6, 2020 – TTEC Holdings, Inc. (NASDAQ: TTEC) a leading digital customer experience (CX) technology and services company focused on the design, implementation, and delivery of transformative solutions for many of the...

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...

Anyone that has designed a detailed customer experience strategy knows the value of knowledge management. A good knowledge management system (KMS) can be the difference between revenue growth and failure. Consultants and business academics have...

When it comes to customer service, customers expect fast and accurate support through the channel of their choice. It’s up to businesses to figure out how to best meet those expectations. This typically means choosing between omnichannel...

What is Contact Centre as a Service (CCaaS)? Contact Centre as a Service (CCaaS) is a software deployment model that enables companies to only purchase the technology they need and is commonly operated by a vendor to reduce IT, integration, and...