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TTEC
AUGUST 4, 2022
When the customer needs to speak with someone at the bank about a situation with one account, that customer expects the bank to know about the other nine accounts (even if this interaction doesn’t pertain to those other accounts). If something has gone wrong, or is about to go wrong, always be proactive. Be proactive.
TTEC
MAY 12, 2022
For instance, by providing faster, more accurate reporting and analysis, a BI tool could identify bottlenecks in a contact centre and help refine operational processes to improve customer support. For instance, staffing contact centres with the right number of associates is difficult, especially during dynamic markets.
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TTEC
APRIL 18, 2022
In an omnichannel contact centre, associates can share notes about previous interactions with the customer across touchpoints. In addition to making customers happy, an omnichannel contact centre adds value by centralising data and tools under one system, which reduces resolution time while increasing efficiency and savings.
TTEC
SEPTEMBER 28, 2021
Chatbots and messaging each serve a vital role in the overall customer journey, and contact centres need to know when is the right moment to deploy an automated or human response. Effective contact centres understand the right moments to introduce chatbot or messaging capabilities into a conversation to meet customer expectations every time.
TTEC
JULY 19, 2022
Customer success is about how brands recover from fumbles, how they listen to customers and identify areas for improvement in those moments. The contact center is a brand’s frontline and they should be armed with all the best customer data available. No brand is perfect, and missteps are bound to happen. Get expert advice.
TTEC
SEPTEMBER 10, 2021
Learn more about outsourcing and managed services from these resources: Inside sales outsourcing : 11 ways to grow your business: learn how outsourcing inside sales can increase customer lifetime value well beyond times of uncertainty. To make the decision process easier, ask yourself these questions first. It needs a strategic solution.
TTEC
AUGUST 6, 2021
Other front-office departments may include public relations, marketing, and the contact centre. For instance, disorganised back-office practices lead to slow responses and excessive rework that result in increased average handle time in the contact centre and other errors that directly impact efficiency and customer satisfaction.
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