The Blog: Emma Crowe

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About Emma Crowe

Emma Crowe is Executive Director for Human Capital, EMEA at TTEC and is responsible for delivering Human Capital and Talent Acquisition strategies across the region. Emma holds an EMBA from Cardiff Metropolitan University and is passionate about developing high-performing teams and creating a culture where people can thrive. Emma brings a wealth of global experience, holding senior positions in organisations in both the CX and professional services industries including DXC Technology and Conduit Global and is a board member on the Welsh Contact Centre Forum.

The Opportunities for your Workforce with the New Blend of Work at Home and in the Office

Ageism is a problem across most industries, but it is felt more acutely in the technology and technology-enabled sector. This is quite a broad group of workers because so many jobs today are powered by technology - even if the company is not directly considered to be in the IT industry. Look at the modern banking industry today and just how many startups have achieved unicorn status.

Article by 24 May 2022

Will Customer Service Teams Need A Strategy To Manage Loneliness?

By 2026, 75% of customers who call customer service and support organisations will do so out of loneliness, not because they have a customer service issue, according to Gartner. “Lonely customers looking to fulfill their interpersonal needs through service organisations are unlikely to use self-service to resolve their issues, regardless of how well-designed the functionality is,” says Emily Potosky, senior research principal in the Gartner customer service and support practice.

Article by 19 February 2022

WFH can be great for Diversity & Inclusion

How are you managing the diversity and inclusion (D&I) strategy inside your business? The traditional process begins by defining a benchmark - do we have a problem? Once you know where problems might exist then priorities can be set, and objectives created. When these objectives are communicated the idea is that everyone then lines up behind the plan and the problem is solved.

Article by 9 December 2021

Could the Great Resignation become the Great Retention?

It’s no surprise that many people clung onto their jobs so tightly during the Covid-19 pandemic. Anyone that could continue by working from home did so and protected their position. Many people that had been thinking about new opportunities just paused their search, because the middle of a pandemic lockdown is not an easy time to go looking for a job.

Article by 19 November 2021

How Employers Need to Manage the Great Resignation

Over in the US they are calling this immediate post-pandemic period ‘The Great Resignation.’ The Harvard Business Review recently asked the question ‘how can employers retain people in the face of this tidal wave of resignations?’

Article by 4 October 2021

Modern Customer Journeys Require New Skills in The Contact Centre

In my last article here, I wrote about the excitement of working in a contact centre in the 2020s. Far from the stereotype, modern contact centres are full of emerging technologies, such as Big Data analytics and AI, making them a fantastic place for people to build a career in areas as diverse as sales, marketing, and technology.

Article by 27 August 2021