Resources

Employees have always been the key to a great customer experience, and the evolving customer contact landscape makes them even more important.

The “personal connection” is now the paramount differentiator, and agents are the ones in position to actually create those connections. With self-service increasingly handling transactional matters, agents are also shifting their focus to more nuanced, unpredictable interactions.

How can we prepare agents for this future in which they have to more meaningfully connect with customers during more challenging conversations? This report has the answers:

Why the rise of technology is really the rise of the employee

• 8 requirements for a great contact center agent
• 4 ways to prepare contact center agents for the future
• 5 tips for increasing agent satisfaction
• 4 reasons to reconsider outsourcing

Interested in learning more about CX Week Travel and Hospitality? Feel free to emal us for a copy of the event brochure.

The speed at which trends are changing in the travel & hospitality can make them difficult to pin down. While unpredictable forces like Mother Nature and shifts in consumer preferences abound, most of what’s top of mind for travelers has remained the same in 2017. The below trends stem from both a combination of our team’s interviews with the experts themselves, and research results from media sources this year in an infographic.

If you are interested to lean more, feel free to email us for a copy of the event brochure.

Interested in attending CX Week Travel and Hospitality? Fast track your attendance by filling out the official registration form. After completion, please send your form to enquiry@iqpc.com or let us know if you have any questions.

Interested to learn about our group registration rates? Email us for a quote.

A lot has changed in the landscape of travel loyalty since the 80’s. Airlines were the first among travel brands to roll out a loyalty program and since then, more have followed suit to capture market share. Now over 3 billion loyalty programs exist in the US.

The following statistics demonstrate how much opportunity exists for brands to re-examine what motivates your travelers and give them what they truly desire in a 21st century loyalty program.

If you are interested in attending CX Week Travel and Hospitality, take a look at the agenda.

Travel and Hospitality companies are quickly realizing that in order to provide excellent customer experiences. But what challenges are they facing to get there? Take a look at this session infographic that will address the top obstacles that our leaders face in their role and share their insights to help you meet your own customers' needs.

If you are interested in attending and would like to see the full agenda, take a look at it here.

This special report investigates the crucial customer experience tenet that is employee engagement.

What to expect:

• How employee engagement can attract the best contact center talent
• 4 ways to create the “happy agents” that yield “happy customers”
• Use employee engagement to improve contact center productivity
• Why employee engagement is the key to understanding customers
• How to reduce agent attrition in your customer experience team

True success in today’s marketplace involves building lasting, meaningful connections with customers. It involves looking beyond “customer satisfaction” – and focusing on loyalty.

Loyalty it should be noted, is not synonymous with “retention.”  It is not about repeat business but about making customers enthusiastic about maintaining – and expanding – a relationship with your brand.

How do you create that loyalty?  Citing research, expert analysis and guidance from accomplished CX executive, this CCW Digital Special Report provides the answers.  You’ll learn the following:

• How to transition from a satisfaction mindset to a loyalty one
• The 2 types of customer loyalty programs
• 3 ways to build a loyalty culture in your contact center
• 6 tactics for increasing customer loyalty
• 6 ways to use data to drive loyalty

As the modern traveler grows increasingly savvy, so the pressure rises for hospitality operators to consistently deliver outstanding options and services.

Hear from three hospitality leaders at award-winning resorts share their thoughts on what defines the customer experience—from the culinary details, to identifying the exceptional experiences guests crave now and in the future.

                


If you would like to see the full event brochure, feel free to email us for a copy.

Brought to you by TTEC
Travel and tourism continues to be a booming industry that fuels much of the world’s economy. It’s also an industry that is undergoing significant change, as technology makes it easier to research destinations and travel at a moment’s notice. As more people crisscross the globe, exceptional customer experiences are more important than ever.

This e-book provides insight on the needs of today’s travelers, and how their evolving expectations can be met with digitally-driven, customer centric experiences.

About TTEC
TTEC (NASDAQ: TTEC) is a global customer experience company that designs, builds and operates captivating omnichannel customer experiences on behalf of the world’s most innovative brands. The Company provides its outcome-based customer engagement solutions through TTEC Digital which designs and builds customer experience consulting and technology solutions and TTEC Engage which operates customer care, growth and trust and safety services. Founded in 1982, TTEC partners with business leadership across marketing, sales and customer care to design and deliver a simple, more human customer experience across every interaction channel. The Company’s 49,500 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TTEC is bringing humanity to the customer experience, visit www.ttec.com.