Meeting customer demands in crisis mode is one thing and delivering an exceptional CX in a world transformed by the pandemic is another. Ian Jacobs, principal analyst at Forrester recently discussed what customers want now for TTEC - here are the key trends and outsight.

It’s still good to talk: only 15% of consumers want no human interaction with brands. A new survey reveals UK consumers crave the personal touch when buying
 

To limit the spread of COVID-19, the latest UK government advice is that all employees should work from home, providing they can perform their job remotely. However, despite the stringent social distancing measures that remain in force, a recent survey reveals many non-essential contact centres still have employees working in their offices on a daily basis, and it could be about to get bleaker as the level of restrictions become less and less clear.

Omnichannel Customer Contact Centres – What Are They and Why Your Business Should Have One Once upon a time, enterprise contact centres were known as call centres, because the telephone was the usual ...

In today’s omnichannel world, consumers want to effortlessly switch between channels such as social media, email, SMS and the web, and expect the brands they transact to move and interact with them in ...

Great customer experience and engagement are more important than ever. During the turmoil of COVID-19, what does excellent customer engagement look like? How can brands be there for customers and continue to build loyalty during challenging and unprecedented times?

In this webinar, we’ll dive into consumer engagement preferences and strategies in the light of the COVID-19 outbreak and resulting challenges.

Customer loyalty hinges on the customer experience, and because of that, the contact center—where the customer experience is shaped—is now the proving ground for brand differentiation.

These are certainly extraordinary times both personally and professionally. With the new reality of social distancing and ‘shelter-in-place’ orders, businesses worldwide are scrambling to adapt to thi ...

Many organisations have initiated the process of reviewing how, when, and if to bring employees back to the call centre. To review and discuss best practices and potential outcomes, Poly bought togeth ...

As your organisation navigates potential emergency situations that force agents to work remotely or at home, RingCentral is uniquely positioned to help you continue to work as a team to serve your cus ...

Future Proofing Customer Contact - Enable Always-on CX For The Always Connected Customer Businesses need a strategy that not only needs to support and manage crises like the current Coronavirus pandem ...

We’ve just conducted the world’s largest experiment into home working due to Covid-19, and found that where it works, it generally works very well. For many people, the satisfaction levels of working ...

Top 5 ways contact centres are innovating today for long-term CX success Staring down the possibility of indefinite shop and outlet closures, extended stay-at-home-orders, and ongoing social distancin ...

As contact centres evolve as a result of COVID-19 now is a critical time to keep frontline staff safe and motivated. What comes first: happy customers or happy employees?   It’s a question many have a ...

With the disruption caused by coronavirus ensure contact center agents are able to manage increased call volumes by leveraging artificial intelligence (AI) to help scale support.
 

Customers and employees have a simple request -- don't waste my time. So what does it take to remove wasted effort during customer contacts? The answer is simple: A digital-first, customer-centric app ...

Just How Important Is Employee Experience? Happy Employees, Happy Customers Today’s Employees Are Technologically Overwhelmed Today’s Customers Expect More from Businesses A Unified Approach: Taking U ...

A guide to building your business around the customer Waiting on hold to get help is inevitable. That being said, long wait times, being bounced around to multiple people, and inability to resolve iss ...

The world has changed, success lies in organisations that are nimble enough to utilise innovations born out of crisis. CX leaders in the European contact centre space who want to emerge stronger after ...

The Coronavirus pandemic has led to tectonic shifts in how people live and work all around the world. Social distancing and stay-at-home orders have upended traditional societal norms for work, commer ...