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What is Average Handle Time (AHT)? Average Handle Time or AHT is a metric used in contact centres to measure the average duration of one transaction. It usually starts from the customer beginning the interaction and covers hold time, talk time,...
What is Asynchronous Messaging? Asynchronous Messaging is a communication method where participants on both sides of the conversation have the freedom to start, pause, and resume conversational messaging on their own terms, eliminating the need to...
What is Interactive Voice Response (IVR)? Interactive Voice Response (IVR) is an automated phone system technology that allows incoming callers to access information via a voice response system of pre recorded messages without having to speak to...
The Challenge More than 750,000 consumers call into this retailer’s contact centre every month for after-sales support. The company wanted to improve service delivery and reduce costs, yet it was struggling to maintain its target abandonment...
The Challenge A leading health plan was struggling to hire enough licenced agents in time for a recent open enrolment season. Executives found it challenging to recruit skiled agents for part-time work at specific contact centre locations. Failing...
The challenge A major bank faced unprecedented call volume at the height of the COVID-19 pandemic. Restricted access to brick-and-mortar branch banking created enormous backlogs at the bank’s contact centres, as customers called in to...
SALES ASSESSMENT Level up to extraordinary sales Winning sales teams combine human intelligence, data insights, and technological innovation. Is this your team’s formula? In this assessment, see how well your sales team stacks up, and...
DENVER, April 5, 2023 /PRNewswire/ -- TTEC Holdings, Inc. (NASDAQ:TTEC), one of the largest global customer experience (CX) technology and services innovators for end-to-end digital CX solutions, today announced that TTEC Digital is launching...
The Challenge An online marketplace that consumers use to make reservations for short-term homestays and experiences faced constant risk of payment fraud. Fraudsters repeatedly tried to steal money via reservations booked through the company&rsquo...
CX Optimised Outsourced customer experience and technology services that improve customer satisfaction and reduce cost to serve. h1 { font-size: 30px; line-height: 40px; margin: 10px 0px 5px !important;}div#promo-banner { display: none ...
Consumers have spoken. They know what they want. They want autonomy—sometimes. Other times, they expect a helping hand, but want that assistance only on their own, highly individualised terms. “White glove” service is not an...
The challenge A U.K.-based unicorn fintech company with a wide range of banking services took pride in its fast responses to customer enquiries and excellent customer support. The company’s services were largely conducted via a mobile app....
STRATEGY GUIDE Ease nervous banking customers with rock-solid customer support 3 CX best practices to optimize contact centre operations amidst uncertainty and change 2023 is a pivotal year for the banking industry. Inflation is still too...
TTEC DIGITAL Powering digital experience transformation The CX expertise and technology you need to deliver seamless customer and associate experiences. VISIT TTEC DIGITAL Creating moments that matter throughout the entire customer journey...
TTEC DIGITAL Powering digital experience transformation The CX expertise and technology you need to deliver seamless customer and associate experiences. VISIT TTEC DIGITAL Creating moments that matter throughout the entire customer journey...
Deliver better experiences by working smarter and faster To meet growing customer demands, brands must be able to manage employees and operational costs effectively – while improving customer experience at the same time....
The people, processes, and platforms to optimise your contact centre CX outsourcing, operations, and sales providing the talent and empathy of our award-winning front line team, because we understand that every interaction with a...
The challenge A wellness platform that gives corporate employees access, through their employers, to a network of fitness gyms and apps at a discounted rate struggled to keep up with seasonal surges. There was a huge influx of customer...
The Challenge A major global car maker was winning plaudits from auto buffs for the high quality of its engineering and manufacturing. But it was continually ranking near the bottom of customer satisfaction surveys. TTEC was brought in to fix the...