Blog: Omnichannel Orchestration
Recent Posts
Crowe’s original article, Modern Customer Journeys Require New Skills In The Contact Centre, was featured on TheHRDIRECTOR. In my last article, I wrote about the excitement of working in a...
Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. But...
As part of our focus on helping public sector clients enable digital transformation and improve customer experiences, we’re pleased to announce that TTEC has significantly strengthened its...
As we continue into the new decade, the implementation of contact center automation is accelerating, so it is essential for companies to implement best practices, or risk falling behind the...
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...
There’s a mantra for the new normal: Don’t waste my time. The novel coronavirus sent organizations scrambling to assert their dominance in the digital space, and with this came a...
Over the past 10 years we've seen this buzzword called “omnichannel” come into play. This has left organizations with a channel-first strategy that ironically led to less access and...
Digital transformation is more than technology. It’s the people, leadership, and experiences that drive innovation and amazing experiences in an organization. These factors act as the...
The COVID-19 pandemic put digital transformation into hyperdrive, as technologies around machine learning, AI, and automation became a necessary connection to a transformed world. Now as...
The COVID-19 crisis has accelerated many variables in the marketplace. Digitalization is on the rise and work has turned on its head. But the need for customer experience, creating exceptional...