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The challenge The small business (SMB) market is full of potential for brands looking to build long-term relationships with companies as they grow. A global auto rental company considers this a priority customer group, and worked with TTEC to...
The Challenge Small and medium-sized business (SMB) owners don’t have time for much in their busy days for anything besides running their shops. Time is an asset they can’t afford to waste. So when a Fortune 500 logistics company...
The Challenge A leading health insurance company maintained a knowledgebase for support agents to access to help handle member calls about claims, enrollment, and other issues. However, few agents actually consulted it because the content was...
The Challenge A leading health plan that operates in 8 states was struggling to hire enough licensed agents in time for a recent open enrollment season. Executives found it challenging to recruit skilled agents for part-time work at specific...
ESG: Growing a socially and environmentally responsible business ESG: GROWING A SOCIALLY AND ENVIRONMENTALLY RESPONSIBLE BUSINESS At TTEC, meeting the needs of the present without compromising the ability of future generations to enjoy our...
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...
The Challenge One of the nation's leading Internet and cable providers was losing TV, Web, and phone customers to an even larger competitor aggressively promoting its new high-speed Internet offering. Though the smaller company had a vast...
Challenge A multinational company needed an effective partner to maximise new sales opportunities within its existing small- and medium-sized business client base. With millions of customers worldwide, it was a challenge to determine where to...
The Challenge A leading U.S. health and wellness company prided itself on being a supportive resource for its members along their wellness journey. Members called into the contact center for answers to questions about program pricing, lifestyle...
When customers buy a new vehicle, they enter into a relationship with the manufacturer. For this automotive giant, customer service associates for its financial services arm were not delivering on the quality standards needed to maintain a great...
Challenge A worldwide humanitarian organisation providing emergency assistance, disaster relief, and educational courses in the United States strives to provide quality support services to people in crisis. To maintain this level of support, it...
This manufacturer enjoys a well-earned reputation as an automotive customer service leader. The automaker’s dedication to a customer-centric culture permeates every aspect of product manufacturing and support – from slowing production...
Cheat Sheet 5 Tips For Messaging Success Is Apple Business Chat on Your Radar? Consumers live on their phones, which is why the messaging channel is growing so much. And it will get bigger with Apple Business Chat. This new...
CONTACT CENTRE MYSTERY SHOPPING RESEARCH WHITE PAPER What We Learned When Investigating Mobile Messaging CX at 20+ Companies Most companies think they communicate effectively with customers, but the actual customers disagree. To...
Go from Basic Multichannel to Brilliant Omnichannel Top 3 Ways to Break Through Barriers to Omnichannel Success In this guide, learn the top 3 ways to accelerate omnichannel transformation in your contact centre. Brands know they...
Best Tips to Keep Your Customers Loyal Why Contact Centres Are Essential in a Digital-First World In this guide, learn the best tips to grow repeat business by empowering associates to deliver stellar CX, promoting productivity, and...
Fintech and Banking CX Trends Watch The time for change is ripe as new regulations, financial technology, and digitalisation have transformed customer expectations and needs in financial services. With each of these changes come...
Make Your CX Efforts Sing with Channel Orchestration 4 keys to successfully integrating traditional and digital channels for CX and operational excellence From social media and mobile apps to chat, video, and voice, there’s no...