The collections business unit is vital to the overall experience full of potential for increased revenue if managed with a customer-centric focus. Lester Estonina, TTEC’s executive director in charge of collections, discusses how empathy and compassion during collections interactions have proven to increase promises to pay and result in higher revenue.
4 reasons why you should use the right CX partner
Discover how to optimize your contact center operations with innovative collaboration. Today’s contact center workforce must have complex problem-solving skills, excel in people management, coordinate well with others, and possess high emotional intelligence.
4 reasons why you should use the right CX partner
Contemporary site design, AI, and local talent lift CX, EX, and the future of a region
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Key questions for banking CX heading into 2025
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Help desk reduces AHT, dead air, and ambiguity for quicker resolution
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Offshore delivery model earns 95%+ quality scores
Knowledgebase upgrade, continual feedback and coaching elevate performance for a great customer journey at finance company
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3 deal breakers when working with a CX outsourcer (and 5 must-haves)
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4 ways to cut contact center costs without sacrificing CX
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Better leaders drive member loyalty
Since highly engaged members are less likely to leave, this payer wanted to provide its associates with the tools necessary to engage every member calling in. Through our coaching and mentoring solution, we helped enhance every customer interaction.
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Insurance company optimizes back-office operations by 20%
A Canadian insurer eliminated waste in its back-office operations, resulting in happy customers — and happy employees
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Simulated learning accelerates great service
Our client was struggling to meet its customer service needs with both new associates and tenured employees failing to meet goals. We built a virtual contact center that helped associates train with real-world scenarios.
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A customer experience roadmap for long-term success
Our client was at a crossroads with increased competition. We helped them create a customer-centric vision and build a new CX roadmap.
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Overcome the hospitality labor shortage with the right mix of AI and CX
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