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TTEC

TTEC Accelerates Growth Strategy in EMEA with Addition of Industry Veteran Alistair Niederer

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TTEC has welcomed Alistair Niederer to the organisation as senior vice president, head of Europe, Middle East & Africa (EMEA) region.

TTEC is investing heavily in EMEA to capitalise on the momentum it demonstrated last year, with record sales and growth.

“TTEC is fortunate to have an established global leader like Alistair to grow our brand in this critical market,” said Ken Tuchman, Founder, Chairman, and CEO of TTEC. “We believe that Alistair’s depth of expertise will help accelerate TTEC’s leadership position in EMEA, and enable more European brands to leverage the exceptional CXaaS solutions that have differentiated TTEC and its clients during this difficult year.”

Niederer is an international business executive with a demonstrated track record of winning and growing client relationships within the customer experience (CX) sector. Before joining TTEC, he served as chief revenue officer at Ember Services North America where he returned business to profitability while delivering organic growth and international expansion. Niederer also held leadership roles in Europe, South Africa, and Asia Pacific for Teleperformance and Sutherland.

Alistair Niederer commented; “With the recent traction we have gained with the new customers TTEC has announced along with the opening of a new CX Centre in Leeds, I am excited to be joining TTEC to drive further growth in EMEA with its digital-first CXaaS platform.”

Learn more about Alistair Niederer and TTEC’s executive team.

TTEC launches T-NOW COVID-19 business solutions

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TTEC has announced the availability of T-NOW, an enhanced suite of customer service and technology solutions that it says makes CX continuity possible in days rather than weeks.

As the world has responded to government mandates and people have transitioned to being confined to their homes, TTEC says there has been a massive effort to rapidly add capacity to global customer experience programmes, with organisations reinventing their business models to seamlessly and continuously engage with their customers on the digital channels necessary for survival.

In this new world, TTEC says at-home solutions at scale will be a required element for all business operations going forward.

TTEC has enhanced its best-in-class Humanify@home solution to provide organisations with everything it takes to stand up virtual, cloud-based, omnichannel contact centres in a matter of days, including the people, process and technology. These solutions include:

  • AddNOW: Deploys immediately-available, highly-scalable and extensible at-home technology, and customer service associate solutions to support companies and their customers’ needs, ensuring business continuity.
  • MessageNOW: Improves utilisation, capacity and optimises interactions by rapidly deploying AI-enabled conversational messaging channels (e.g., in-app chat, SMS, web-based chat, social) allowing customer service associates to quadruple the number of customers they can handle concurrently.
  • AutomateNOW: Increases workforce productivity by automating customer interactions using IVA’s (intelligent virtual assistants) and business processes using RDA (robotic desktop automation) and RPA (robotic process automation).
  • ManageNOW: TTEC’s technology solution for contact centre as a service (“CCaaS”) which includes our Humanify cloud platform in addition to the design, implementation and ongoing managed services of the technology for both captive and outsourced customer service associates.

Ken Tuchman, TTEC’s Founder, Chairman and CEO said; “In the last three weeks, we have partnered with our customers to migrate over 31K of our employees to a secure, work-from-home environment. In addition, we have technically-enabled over 43K of our customers’ employees to be able to work using at-home technology. This massive effort was only possible because of our state-of-the-art Humanify@home platform which we have continuously innovated over the last 12 years, enabling our clients to rapidly move at home with confidence.”

Currently, TTEC has thousands of open positions for immediate hires of Humanify@home associates.

TTEC announces new contract win with Volkswagen, opens Leeds contact centre

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TTEC Holdings has announced a new contract win with Volkswagen Group UK, which includes the Audi, ŠKODA, SEAT, Volkswagen Passenger Cars and Volkswagen Commercial Vehicles brands, along with a new contact centre in Leeds to expand UK operations in TTEC’s European network.

The deal is part of Volkswagen Group UK’s five-year digitalisation plan which aims to transform customer experience and drive improved loyalty, retention and advocacy. This also includes increasing the number of channels to deliver a greater customer experience via phone, live chat, messaging, social media and through a virtual showroom/live tour.

Iain Banks, Regional VP, International Markets at TTEC, said: “We are delighted to be partnering with Volkswagen Group UK, one of the world’s leading manufacturers of automobiles and commercial vehicles. We’re very excited to help and guide Volkswagen Group UK throughout their digital transformation and customer experience journey. We are looking forward to welcoming the team to the TTEC family, and of course into our new state-of-the-art Leeds contact centre.”

For more information on how TTEC is driving digital transformation and omnichannel customer experiences in EMEA, visit www.ttec.com/emea.

TTEC win 2 top awards at the 2019 ECCCSAs

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TTEC has won 2 awards in recognition of delivering customer experience excellence at the European Contact Centre & Customer Service Awards (ECCCSAs), held in London.

TTEC Krakow was awarded the prestigious “Outsourced Contact Centre of the Year” for the best outsourced European centre with an efficient and effective customer and colleague focused operation.

In addition, TTEC in EMEA was given a silver award for “Best Pan-European Contact Centre of the Year” – judges were looking for the best pan-European outsourced contact centres from organisations that have two or more contact centres located in two different European Countries.

TTEC was also named a finalist for “Best Employer – Great Places to work”.

For more information on TTEC’s wins, click here.

TTEC and livePerson form strategic partnership to fuel AI-powered digital transformation for enterprises

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TTEC Holdings and LivePerson have announced a strategic partnership to redefine the customer experience with digital engagement, messaging and AI-driven automation.

The TTEC-LivePerson partnership brings together two customer experience pioneers to help brands improve NPS and CSAT while also reducing friction and accelerating customer experience and digital transformation.

It enables conversational commerce, which gives consumers a way to ask questions, make purchases and get help through their favourite messaging apps. Today more than 4 billion consumers already use messaging and 470 million new users are expected to join them by 2021. The partnership will help brands:

  • Offer customer interactions in consumers’ messaging channels of choice
  • Transform contact centres into digitally enabled customer experience hubs
  • Deliver high-impact, personalised customer experiences at scale with messaging and AI

LivePerson’s conversational commerce platform LiveEngage enables customer experience hubs to leverage AI to manage both bot and associate conversations from any messaging channel, including the billions of customers using SMS, Facebook Messenger, Apple Business Chat, WeChat, WhatsApp and more. TTEC is operationalising this platform with its conversational messaging centre of excellence, consisting of conversational designers, AI/bot developers, conversation analysts and tuners, data scientists, solution architects and brand ambassadors in concert with clients at all of TTEC’s 100 customer experience hubs across six continents.

Brands using LiveEngage have seen up to a 2x increase in associate efficiency, 20%+ increases in CSAT, as much as a 4x increase in sales conversion, and material reductions in associate attrition rates.

“All of our clients are seeking an accelerated path to CX/Digital transformation with less friction for their customers at a lower overall cost. It’s our mission to continue to evolve our CX platforms to provide world-class solutions at scale,” said Ken Tuchman, Chairman, CEO and Founder of TTEC. “We’ve grown our digitally delivered customer interactions by 700% since 2014. Our partnership with LivePerson further accelerates TTEC’s position as a digital disruptor as we bring to market client solutions to respond to the rapidly rising consumer and market demand for seamless, personalised engagement.”

“Based on our history of bringing leading global brands in retail, banking, insurance, telecommunications, travel, and other verticals live with conversational commerce, we know this partnership with TTEC will give clients the keys to unlocking their own digital transformations: messaging, bots and automation,” said Robert LoCascio, CEO and Founder of LivePerson. “As a leader in customer experience innovation, we’re excited to work with the pioneers at TTEC to continue disrupting the market by combining our AI-powered conversational platform with their decades of customer experience expertise.”

For more information, visit www.ttec.com/liveperson.

Contact Centre Automation: Best Practices for 2020

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By TTEC

With the digitisation of contact centre operations, the status quo is being upended. Technological advances in robotic process automation (RPA), AI, and machine learning (ML) are literally changing the face of customer care.

However, just because you can automate something in the contact centre doesn’t mean you should. To know which tasks to turn over to artificial intelligence and a machine is a challenge. One must balance core service goals with digital worker capabilities and provide exceptional customer experience.

Learn more about contact centre automation best practices – download TTEC’s white paper, Thoughtful Contact Centre Automation Transforms Customer Care.

TTEC Europe wins Business Improvement Strategy Award at the 2019 Contact Centre Network Northern Ireland (CCNNI) Awards

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TTEC’s Belfast contact centre were winners of the “Business Improvement Strategy” award, as well as being named a finalist for “People Engagement” at the recent 2019 Contact Centre Network Northern Ireland (CCNNI) Awards.

In the last 12 months, TTEC Belfast has undergone a huge transformation to better engage employees and provide their customers clients with seemless experiences.

Through an initiative named CultureCX, which at its core provides a great working environment and gamified career path, the company has seen a 27% increase in employee engagement and annualised cost savings to clients of 5% and greater.

For more information on how TTEC is driving digital transformation and omnichannel customer experiences in EMEA, visit www.ttec.com/emea.

TTEC makes waves with European expansion

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TTEC has signalled its intentions in Europe and the wider EMEA region with new clients across the technology and manufacturing industries, key local exec appointments and the hiring of 50 new employees at its Sofia facility.

The latter location is now providing multi-lingual on-call support with SLA compliance, service desk response, customer care and growth services across nine languages, including English, Danish, Finnish, German, Italian, Portuguese, Spanish, Japanese and Russian.

The company has confirmed three key appointments in Business Development, Solutions and Human Capital roles in the region:

  • Nameer Rattansi joins TTEC as Head of Solutions EMEA. With over 15 years of experience leading customer care services and support for global brands, Rattansi will expand his solution consulting leadership and project manage cross-functional CX teams throughout the sales cycle to conclusion on UK, pan-EMEA and global offshore deals.
  • An influential leader, Joanne Regan-Iles joins as Head of Human Capital EMEA where she will spearhead TTEC’s talent acquisition and human capital strategy. With 14 years of experience in leading Human Capital teams, Regan-Iles will be responsible for continued efforts in hiring, retaining and developing world-class people that serve as brand ambassadors for TTEC clients.
  • Clare Lomax, VP Sales for EMEA, will be responsible for accelerating the company’s regional go-to-market strategies and local market expansion. With an impressive track record of personally winning more than £1B of outsourcing contracts globally, Lomax is a motivated professional with 25 years of experience in strategic outsourcing sales.

“As an industry innovator and leader within the customer experience industry, it’s great to receive recognition that reflects our strong customer and partner relationships,” said Iain Banks, VP of International Markets, TTEC. “We have tremendous momentum at present, evidenced by our new client programs and team growth, strengthening our footprint in Europe and our leadership in transformative customer experience and engagement solutions.”

A successful Q1 2018 for TTEC in EMEA was concluded with it being shortlisted as a finalist for the Best Nearshore Team Award at the Global Sourcing Association (GSA) Professional Awards.

For more information visit www.ttec.com/emea/