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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...
DENVER, March 1, 2021 /PRNewswire/ -- TTEC Holdings, Inc. (NASDAQ: TTEC), one of the largest global CX (customer experience) technology and services innovators for end-to-end digital CX solutions, is pleased to announce that it has agreed to...
The pandemic accelerated digital adoption of messaging, web and cloud at light speed, and in doing so contact centres have been at the front-line of large volumes of people in need for support, comfort and information. Fostering these digital...
London, 17th March 2021; TTEC Holdings, Inc. (NASDAQ): TTEC, one of the largest, global customer experience (CX) technology and services innovators for end-to-end digital CX solutions, has been awarded 2 awards in recognition of delivering 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...
TTEC EMEA were highly commended for the prestigious “Excellence in BPO Collaboration” award for demonstrating customer experience excellence. London, 22nd March 2021; TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global customer...
The ChallengeOur client is a leading automotive manufacturer whose contact center associates spend a lot of time searching for the correct documents to provide their customers with appropriate guidance. This caused frustration with the customers,...
A large automobile manufacturer relied on vehicle discounts, in the form of cash-back incentives, to entice buyers. Though it’s a standard industry practice, this mechanism is also a costly and inefficient way to build value. Our client...
The art of attracting and keeping customers is a balancing act, and the pandemic was an anvil thrown onto the scale. The brands that survived the shift in everyday life knew how to not only bring in new customers, but nourish the relationship with...
Society, technology and geography are critical factors that often shape a person’s career decisions. 2020 expedited these factors, especially in the open talent economy. At the recent Global Technology and Business Services Council’s virtual...
The Challenge At the onset of the COVID-19 pandemic, a major airline transitioned its customer support staff and many other members of the organisation to work from home (WFH). In a remote work arrangement, digital tools such as a knowledge base...
London, 20th April, 2021 - TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global digital Customer and Employee Experience as a Service (CXaaS) partner for many of the 'world's most iconic and disruptive brands', and NXT Generation...
The Covid-19 pandemic dramatically changed consumer behaviour. Many were forced to try e-commerce for the first time as non-essential retailers were all closed by the various lockdowns. As we return to relative normality there will be a stronger...
In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial differences between them. Understanding those...
There’s no overstating the importance of having high-quality contact centres. These centres are often where customers interact with a brand more directly, and their experiences can bring swift consequences: positive experiences can lead to...
Customers live on their phones, but not in the same ways they used to. Prior to COVID-19, chat and messaging capabilities catered to users always on the go, then it played a vital role in servicing those who were mostly homebound and needed...
London, 26th March 2021; TTEC Holdings, Inc. (NASDAQ: TTEC), a leading Customer Experience as a Service (CXaaS) solution provider for many of the world's most iconic and disruptive brands, has been awarded 3 awards in recognition of delivering...
The Importance of Knowledge Management in Contact Centre Transformation