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eBook Get Smart About Customer Emotions To stand out from the competition, businesses will have to be smarter about how they gain insights into their customers’ emotions to drive customer experience improvements. It...
eBook Don't Fear Bots in Your Contact Centre Learn how bots are supporting customers across industries and how intelligent virtual assistants are transforming contact centres For most industries, it's not a question of...
eBook Ask Why: The Secret to Turbocharging Contact Centre Performance Gain insight into how new customer and channel challenges will impact the customer experience and learn how contact centre data can help drive financial...
eBook EMEA CX Trends to Watch in 2018 The New Year always brings with it optimism for the year to come. In the world of customer experience, consumers are looking for more simplified interactions, thanks to promising new...
Our Belfast, Northern Ireland, location was established in 2001 and supports over 25 languages. Our award-winning Belfast site in the United Kingdom gains access to a staffing pool of nearly five million people. With a rich diversity in...
Our Sofia, Bulgaria, location was established in 2004 and supports 24 languages. Our Sofia, Bulgaria offices are centrally-located in the largest business park in Eastern Europe – Business Park Sofia. This strategically placed contact...
Telkom South Africa (Telkom), Africa’s largest integrated communications company, was at a crossroads. The company was exposed to high churn risk as a result of its much-criticised service approach and increased competition from new players....
A leading international medical centre recognised the need for widespread process improvements, but wanted to take a progressive approach that would result in meaningful improvements to every patient experience. For the pilot program, we centred...
The ChallengeOur client is a leading global international property and infrastructure group who lacked a single view of their customer, discrete customer engagement channels and did not provide self-serve options. The SolutionWe built a customer...
What if distributed contact centre workforces were more than a temporary solution? Many companies are coming to this realisation: that in some cases, the benefits of having agents work from home outweigh returning to a brick-and-mortar location....
The Coronavirus pandemic has led to tectonic shifts in how people live and work all around the world. Social distancing and stay-at-home orders have upended traditional societal norms for work, commerce and play. And though the future is uncertain...
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. TTEC’s recent COVID-19...
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...
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,...
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...
No one has been left untouched by COVID-19. The test we’ve been faced with is unimaginable. Regardless of how well prepared we have been with contingency plans built out of past catastrophes – tsunamis, volcanos, earthquakes,...
Try as we might to plan for the unexpected, it is doubtful that any organisation planned for the epidemic we are all experiencing today. COVID-19 is taking over daily life for people and businesses around the world. Its full impact is not yet...
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...