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"digital transformation"
CX Strategy Guide | 10-min read Remote CX + Messaging = A Perfect Pair The growth of messaging as a preferred contact channel coincides with a shift to a work-from-home contact centre model. What great timing, since messaging perfectly pairs with...
In a year of change; Black Friday will likely be no different. It’s difficult to redefine how a holiday event, so typically associated with large crowds and spending, will be affected during a pandemic and an economic recession. At a close...
The best of robotics brings out the best in people, especially in customer service, where automation is an integral part freeing agent for meaningful work. Applying automation tools, like RPA and RDA that free up manual tasks, can help reduce...
Free Customer Care Calculator Customer Service Metrics + KPI Calculator Use this plug-and-play excel workbook of pre-made calculator templates to help your CX Leaders easily track key customer care metrics, such as CSAT, NPS, FCR, and a whole lot...
The customer experience (CX) technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and exposed wide gaps in how companies interact with customers, especially through digital channels. As...
As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal. When done well, business process automation (BPA) embraces technology that...
The challenge The COVID-19 outbreak forced a financial services company to rapidly shift thousands of customer care associates to work from home to ensure continued service. An unprecedented move, the shift to remote work included orchestrating...
LEVERAGING NEXT-GEN IVR TECHNOLOGY IN THE CALL CENTRE 6 Quick Tips to Prevent Customers From Saying “Agent” on Repeat In this guide, learn 6 quick tips to make your IVR software work for customers, not against them. Mainstream...
COVID-19 has disrupted everyday life, but it hasn’t stifled the need for innovation. Artificial intelligence tools are creating true differentiation and customer journey management for brands in the growing digital space. Even amidst...
The UK and the US have always inspired each other ‘across the pond’. One of the biggest imports over the years has been Black Friday. Kicking off in stores 29th November this year, with many sales the week before and after, Black...
Competition can be found everywhere, even running through your home’s wires and circuits. The average consumer switches their electricity provider once a year, for example. Momentum Energy was determined to improve this situation and avoid...
This was originally posted as an article in the Customer Strategist Journal. To read the latest issue click here. A while back I worked with the head of a European bank who endeavored to shift his organisation to be more commercial and customer...
CX Strategy Guide | 8-min read Five Insights on the Future of Customer Experiences More than ever, effortless customer experiences are defined not only by convenience but also tangible, human experiences. That’s why we spoke to some of the...
With 2020 in the rearview mirror, retailers are ready to embark on a new path forward. However, it’s impossible to look ahead without acknowledging the changes that the COVID-19 pandemic has imposed on retail businesses, their partners and...
The Challenge When the COVID-19 pandemic triggered a huge spike in customer volume, a major financial services firm needed to quickly recruit, hire, and train hundreds of full-time employees to support its deposits and SMB customer inquiries from...
DENVER, May 4, 2022 /PRNewswire/ -- TTEC Holdings, Inc. (NASDAQ:TTEC), one of the largest global CX (customer experience) technology and services innovators for digital CX transformation, today announced that Shelly Swanback has been named Chief...
LONDON, 23 January 2020— 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...
What is Information Technology Outsourcing (ITO)? Information Technology Outsourcing is the transfer of ownership of some, or all information technology processes or functions to a service provider. Additional Information Technology Outsourcing...
London, 19 October 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 iconic and...