TTEC HOLDINGS, INC. With the continued demand for click-to-home dining experiences, Schwan's Home Delivery approached TTEC with the suggestion to partner to design, build and operate a new virtual customer engagement center.
Within three weeks, they established a virtual contact center comprised of 110 voice and chat support customer advocates that TTEC will manage to help supplement Schwan's Home Delivery in-house customer care center. Additionally, Schwan's has selected TTEC's Humanify Connect platform, a knowledgebase and customer satisfaction survey mechanism to manage and enhance the customer experience program. To help educate the engagement center team on overall customer experience, Schwan's will continue its current policy of sending product samples to customer advocates.
"Schwan's Home Delivery built our business on the same principles as TTEC, including prioritizing the importance of customer relationships... From the beginning of our engagement, we felt that TTEC understood the importance of our customer relationships, which was a primary reason we chose to work with TTEC,"
The partners are offering a strategy guide for other companies interested in building a customer experience structure, complete with suggestions on customer experience strategies for contact centers post-crisis.
"TTEC strongly believes that the best customer experiences come from the best employee experiences. Schwan's Home Delivery sets the standard for customer experience management to which all leading brands should aspire,"
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