CX OPTIMIZATION MANAGED SERVICES
Workforce Optimization Services
Extract maximum return from your most valuable asset
CX OPTIMIZATION MANAGED SERVICES
Workforce Optimization Services
Extract maximum return from your most valuable asset
Strike the right balance of tools, technology, and human intelligence
Without an optimized contact center workforce, customers get frustrated by inefficiency and brands waste precious time and money. TTEC's Workforce Optimization Services eliminate waste and inefficiency to create a top performing holistic operation.
Strike the right balance of tools, technology, and human intelligence
Without an optimized contact center workforce, customers get frustrated by inefficiency and brands waste precious time and money. TTEC's Workforce Optimization Services eliminate waste and inefficiency to create a top performing holistic operation.
Data-driven precision scheduling
We analyze historical data, call patterns, forecasted volume, and other variables to accurately determine resources and develop schedules that better match capacity and call volume.
$3Msaved with precision scheduling
Optimized back-office operations
Use the tools and dashboards within TTEC's Optimization Services to track productivity and pinpoint areas to improve staff utilization in the back office.
20%lift in back-office volume
Flexible models
Schedule and manage the workforce across operations for optimal coverage with flawless planning and execution.
30%Improvement in operational efficiency
CX Trends for 2024
In 2024, CX will happen at the point where humanity, technology, and strategy converge. We've identified four megatrends that are impacting how companies deliver customer experience and employee experience — now and in the future.
CX Trends for 2024
More insights from TTEC
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CX Trends for 2024
4 megatrends shaping the future of customer and employee experiences
Read the trends report -
4 reasons why you should use the right CX partner
Discover how to optimize your contact center operations with innovative collaboration
Read the strategy guide -
A Smarter Approach Leads to Happier Customers
Logitech was looking to understand what was happening in each of their different regions. With our analysis they were able to find immediate self-help improvements and in the end achieve a better Net Promoter Score
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Workforce management optimisation model cuts costs an estimated €8.8M annually
Proactive Solutions approach and a culture of accountability save 40%, improve service levels 75%
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Ready, Set, Go!
A leading auto manufacturer drove customer loyalty with an integrated approach to customer experience.
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Shift to Remote Work without Missing a Beat
A financial services client is now looking to make WFH a permanent part of its long-term strategy.
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Transforming Self-Service From a Pain Point into an Effortless Experience
A telecommunications and digital services company streamlined its knowledge base content into a valuable resource for both customers and employees.
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Fast-growing Fintech Achieves Fast CSAT Improvements
A hypergrowth Fintech scaled its customer support with a digitally enabled team-based approach and emphasis on data security.
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Agile and rapid support clears massive backlog
When a car parking app’s back-office team was overwhelmed by inbound customer cases, TTEC swiftly eliminated the problem with a nimble team of experienced staff and resources.
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Fintech disruptor raises the bar with a smarter customer experience
With agile proactive support, TTEC enabled a unicorn fintech company to maintain a high level of customer support through the pandemic, launch new fraud screening services to protect customers, and much more.
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Contact centre optimisation yields €3 million savings
TTEC evaluated current operations and helped implement a more effective WFM system
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Media company slashes training time whilst elevating NPS
Redesigned curriculum boosts quality scores and reduces average handle times
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