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TTEC
JANUARY 26, 2022
This is especially true when it comes to assessing the value of first call resolution vs. first contact resolution. But times have changed and the nuances between first call resolution vs. first contact resolution have never been more important. In short, their first call is not their first contact. Why is this important?
TTEC
NOVEMBER 11, 2021
Contact centres are built around conversations, and like any good discussion there must be a purpose. Customers expect their experiences with a contact centre to be easy and effective, brands need to deliver on these expectations with the right people and technology. What is an inbound contact centre? It is one journey.
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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.
TTEC
MARCH 4, 2022
But as customer expectations and contact centre operations evolve, so too must our understanding of average handle time vs. average talk time. The days when customers called a contact centre as their first point of contact are over. Too often, AHT and average talk time are mistakenly assumed to be the same thing.
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
The contact center is a brand’s frontline and they should be armed with all the best customer data available. Customer experience brings its own set of pitfalls, including the metrics used to measure it. TTEC Digital combines technology and operations expertise to help leading brands take their contact centers and CX to the next level.
TTEC
AUGUST 4, 2022
Find out and, once you know, make each customer’s preferred channel the default way they are contacted. Brands need to know how their customers want to communicate with them. Is it via text, by phone, through email, via chat?
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