Teleperformance - ContactCenterWorld.com Blog
It’s clear how the digital age has inspired a wave of change across different industries all over the world. From artificial intelligence, big data, robotic process automation (RPA), to comprehensive analytics, technology has made a big impact in our daily lives, and the ability to adapt with technology is vital for a brand or business that wants to stay on top.
Even if the numbers show that there has been an increase of consumers buying products online versus traditional stores, the personal or human touch is a requirement and a preference. While technology can simplify and quicken a process, customers use the quality of a human interaction as basis for better customer experiences. Humans are preferred among customers who need solutions that involve a detailed explanation or customization, especially in the financial industry—according to professional services network PricewaterhouseCoopers (PwC), only 15 percent of global consumers acquired insurance via a digital channel, 13 percent signed up for a personal loan, and 12 percent decided on a financial plan using a digital channel.
Amidst chatbots, RPAs, self-service kiosks, or other digital platforms, humanity in business matters in today’s digital age. The key is offering a product or service that is complemented by excellent customer experiences that go a long way. In PwC’s Global Consumer Insights Survey, customers stated the need to feel appreciated, and when a brand is able to fulfill this need, it results in a 16 percent price premium on products and services, as well as increased brand loyalty. An infographic by Harvard Business Review and Harvard Business Review Analytic Services stated the reasons why technology cannot replicate the human experience: people prefer to have people solve their problems, service can be emotional while technology cannot, and less work for workforce creates more work for customers.
Digitalization has greatly changed the way businesses and companies operate, yet it’s the human experience that remains essential. The arrival of AI and automation has long signified the start of an era where accuracy, productivity, and speed are prioritized, but at the end of the day, it’s always nice to come to a place where the human touch reigns supreme.
That is why at Teleperformance, we use technology to assist humans, not the other way around.
Publish Date: July 4, 2019 5:00 AM
With the amount of technology surrounding us today, it’s no surprise how customers have become extremely knowledgeable through information available to them within reach. Count on a customer to research anything they can about a product before spending thousands of dollars, or spend hours scouring reviews to determine if they should try this restaurant or not—in any case, technology has led to the modern customer: a person willing to go deep when it comes to getting to know a product or service better, someone who knows what they want, and want it fast.
Empowering customers starts with information
More often than not, modern customers would consult the Internet every time they hear about a new product or service. With Google helping individuals become walking encyclopedias, it’s no surprise how a customer can easily gather information about any product or service. Help your customers form intelligent buying decisions by making information about your product or service visible online. Be proactive and anticipate the questions your customers would likely ask. Provide substantial information that your customers would benefit from, and allow customers to learn more about your product or service through engaging and interesting content.
Communication and convenience
A common misstep that leads towards poor brand reputation is the lack existing channels for communication between brand and customer. How can a customer feel empowered if they have to repeat themselves as they lay out their issues when reaching customer service? That’s automatically a negative score when it comes to convenience in their part. Provide seamless ways to communicate efficiently to make sure customers are heard the first time.
Go easy on the flowery marketing scripts
Given the effects of social media plus the amount of information within reach, customers today have developed a nose for detecting what’s real versus what’s not. Trying to sell your products through aggressive over-the-top marketing ploys and flowery statements won’t likely work and most likely push your customers away; however, empowering them doesn’t also mean you have to give them every scientific detail complete with technical jargons about your product. Separate the fact from fake, strike a balance between what’s honest and real, add a dash of sincerity, and leave it to them to come up with a buying decision.
Making your customers feel empowered not only establishes business rapport, it also paves way for brand loyalty. It’s all about allowing your customers to be experts, and letting them form buying decisions independently. Customer empowerment is letting customers know that your brand hears, understands, and acknowledges them in all aspects of the customer journey.
Publish Date: July 2, 2019 5:00 AM
During this year’s Leader Insights Forum, international keynote speaker, author, and entrepreneur Steven Van Belleghem shared valuable insights that truly caught and maintained the attention of the event’s attendees.
In his talk, Steven detailed three variables that companies must focus on—they are time, energy, and money, three resources that customers have. In addition, he also introduced the concept of the “friction hunters.”
According to Steven, it is important to appoint friction hunters—people who are tasked to look at the way that you work with your customers and are listing frictions. “What kind of things that we have installed are frustrating our customers?” Van Bellegham asked the crowd. “The challenge is to create a culture where you can solve those frictions.”
For Van Belleghem, having friction hunters in your team is something that you can do on top of a mentality, and can be put into your own mindset to inspire a positive impact among customers. “If you create that mindset, then in one year’s time, the impact that you can have on customers is insane,” Van Belleghem shares.
For our latest Got a Minute? video, watch Van Belleghem elaborate on how to appoint and delegate tasks to friction hunters in your team. Find out how a simple, zero-budget mentality of incorporating friction hunters in your work culture can help you elevate customer satisfaction and enhance the customer experience. Watch our latest Got a Minute? video featuring Steven Van Belleghem by clicking here!
Publish Date: June 27, 2019 5:00 AM
Customer experience is a vital component of competitive advantage. To meet new customer standards, companies across industries have automated various touchpoints throughout the customer journey. The problem with this approach is that companies often look to cut costs while they are trying to improve customers’ experiences.
Many business leaders are grappling with the fact that customer experiences actually require a balance between automated solutions and the human touch. To deal with the issue honestly, executives need to focus on other issues besides cost savings. A new white paper by Harvard Business Review Analytic Services in association with Teleperformance examines how business leaders are dealing with this digital world, and how best to approach this issue.
Teleperformance uses technology and global best practices to enhance the ability of our employees to deliver exceptional service on behalf of our clients. We ensure that the relationships we form hold firm, and we fortify the confidence customers have in us through our products and services.
This white paper provides a compelling examination of the importance of an emotional connection between brands and customers, and how creating a high-tech, high-touch approach is critical to doing this. Companies must see each interaction as an opportunity to show empathy and to build stronger relationships. Ultimately, what will lead to business success is a re-imagined dynamic that makes customers the focus of decision makers and emphasizes the importance of front-line employees who represent the company every day.
Learn more about what business leaders are doing to create the right high-tech, human touch approach to customer experience. Read the new white paper today!
Publish Date: June 3, 2019 5:00 AM
Is your company on a quest towards becoming a customer-centric brand? Don’t worry, you’re not alone. As digitalization and technology continue to inject their many benefits in our daily lives, we all know that providing the best possible experience for customers should still be the ultimate priority. As far as a digital handshake goes, focusing on the customer remains an important factor throughout all stages of the sale: starting from the pitch that leads a purchase, to building a connection in order to encourage repeat purchases, customer loyalty, brand affinity, and eventually—profits.
Keeping customers at the heart of every process might sound too sugary, however, it does come with a benefit: according to CMO, customer-centric companies are 60% more profitable compared to companies that don’t focus on their customers—an example can be a renowned, multinational technology brand, a company that involves its customers through recognizing what they really need and thereby creating innovative products that the market would embrace. The result? A 17% increase in their revenue in 2018, plus a 40% increase in quarterly earnings per diluted share.
However, it is important to note that customer centricity means more than just a company going the extra mile in offering good service. To be able to keep up with the many demands, growing expectations, and changing needs of growing customers, innovation is needed. “Customer-centric innovation,” a term used by Forrester, explores how customer centricity is needed more than ever in today’s digitized age. It’s all about customer experience, despite being assisted either by automation, apps, or social media—customers aren’t binary; they’re on a spectrum, and they want both the convenience and a personal experience. Product innovation resulting from the integration of customer data and analytics to understand buying behavior and engagements, and the utilization of customer feedback serve as groundwork towards a customer centricity.
More importantly, to become customer-centric is to have everyone onboard. Promoting a culture where customers and their needs are the true focus requires a change that starts from the leaders, in order for the whole organization to run on-course. Marketing leaders leveraging technology to create feasible and realistic assessments, a dedicated IT team that focuses on data and analytics, a product development team to promote innovation, and customer service agents that are driven by the passion to help by making each interaction matter—they all play integral roles in elevating the experience in the age of the customer.
Through proprietary technology and our digital solutions, Teleperformance can help your business steer towards the customer-centric direction. Contact us today to learn more.
Publish Date: May 23, 2019 5:00 AM
In 2017, Trendwatching.com stated how accommodating the decreasing attention spans of customers can play a big role in keeping the customer experience satisfying. As predicted, this is where the digital age continues to come in, where automation and everything data-powered are two important factors to consider in strengthening your CX strategies. Digitalization will continue its peak in making our lives easier in 2019. Virtual assistants such as Alexa and Google Assistant are forecasted to undergo further developments in terms of voice recognition, natural language processing, and cloud-based intelligence. Chatbots could have the ability to perform even faster operations, as the Internet of Things would continue to allow more customers connect better with products.
For Forbes, CX in 2019 will be a year where back office and back-end processes can “make or break an organization’s relationship with their customers,” as per a statement from IDC. This trend can clearly affect most industries, particularly the online retail industry where supply chain and order management and fulfillment are key elements in enriching the customer journey. Another ongoing trend would be an explosion in the number of interactions as 2019 progresses. This is the result of the growing number of consumers in various middle-class markets from a global standpoint. In addition, personalization can be the ultimate brand differentiator.
In terms of security, the need for it remains strong. Protecting data has become top priority in recent years, and would continue to increase in the coming years. Machine-learning can be used to flag security threats and malware, as companies would develop more security protocols to ensure that their customers’ and clients’ data are managed in a secure manner.
Stay tuned for more customer experience trends as we watch this year unfold!
Publish Date: May 21, 2019 5:00 AM
41 years ago, Founder and CEO Daniel Julien started Teleperformance at age 25. It was a different time back then; it was an era where telephone lines instead of the Internet connected human beings to one another. At present, technology has continued to affect our daily lives in more ways ever imagined, and we are already on our way to a place where convenience reigns supreme, where the benefits of technology are on full display.
Despite the many obvious benefits, it’s easy to get lost inside a maze of technology-driven advancements, and at some point, the value of personal touch and true human connection may become overlooked especially in an industry where it is needed the most—customer service. Enter Teleperformance, whose high-tech, high-touch approach led to the right balance of technology and empathy.
Bots, artificial intelligence (AI), and RPAs have made their mark in recent years, and Teleperformance is no stranger when it comes to utilizing their power while combining it with the priceless effect of human care and human connection. The result? An increase in organic growth by 10% during the first quarter of 2019, and continuing to provide services for 50% of Fortune 500 firms.
Julien recently became a guest in BBC World News’ “Talking Business,” interviewed by the segment’s host Susannah Streeter. When Streeter asked about a bot’s abilities to help customers needing customer service, Julien shared how human-assisted AI and bots plus a human agent’s soft skills and technical abilities have helped Teleperformance. “Thanks to the bots, we can already build the answer, and so the human agents are aimed to address the real demand. And your demand is not only rational—it’s also emotional,” Julien stated. “You want to be reassured. We give you the real information and data thanks to AI. But we ensure relationships, and we rebuild the confidence you can have with a product or service.”
Hear Julien’s thoughts on the future of AI and more. Watch the full interview by watching below:
Publish Date: May 7, 2019 5:00 AM
In the world of digital CX, understanding how to use and manage digital engagements while knowing where to employ human engagement truly matters. This was further explored in our recent blog titled “Humans in CX: Which Kind of Customer Interactions Should Not be Automated,” which strongly painted a picture of the importance of preserving and fortifying human service in today’s digital age, even as machines and automation continue their ascent towards technological progress.
Digitalization has brought a shift in the way brands connect with their customers. According to this infographic created by Harvard Business Review Analytic Services in association with Teleperformance, social media continues to dominate: 86% of marketers connected with customers using it. 72% reached its audience via email marketing, 65% engaged customers through online videos, 58% utilized webinars or online events, while 44% used chat. Technology has indeed created a customer experience journey that is paved with convenience by way of a click; however, all this comes with a challenge—nearly 60% marketers surveyed also noted that it is difficult to replicate person-to-person experience with customers by using digital technologies.
Companies also face difficulties when it comes to getting customer centricity right. According to the infographic, this stems from the lack of a customer-centric organizational culture to begin with. Another reason is the lack of processes and operational capabilities to personalize interactions. Finally, there is a lack of systems and technology to analyze data.
Automation can truly bring a lot of benefits—efficiency, accuracy, and consistency. Humans, on the other hand, are the only ones capable of bringing true connections to the plate. Great interactions can start and build relationships with new customers, while a personal connection can reward one with a long-term following. Anyone who had watched Godfather a million times might as well give up if their business mindset still centers around that “It’s not personal, it’s strictly business” ideology—the value of human connection, emotions, empathy, and personalization are now more valuable than ever, especially in a world where digitalization continues to present its advantages.
Get to know what successful marketers do right in today’s digital environment. Know the full numbers and read the full infographic “Maintaining the Human Connection in the Digital Age of Customer Experience” from Harvard Business Review Analytic Services in association with Teleperformance by clicking below.
Publish Date: March 20, 2019 5:00 AM
The rise of social media over the last decade has been phenomenal. Popular social media platforms, including Facebook, Twitter, and Instagram have truly made their mark in everyday life, a life highly influenced by everything digital—with just a click, they can all serve as a way to keep everyone in touch with friends, family, and loved ones.
Social media has also become a vast avenue where brands can promote and sell their goods and services to their customers. Combine this with the evolving technology boasted by smartphones and apps, the result is the powerful consumer with high expectations—they demand attention, care, and meaningful interactions with brands.
In a world where connectivity is prioritized more than ever, customers expect easy access. Response times are expected to be shorter, almost instant, and failing to provide them with answers—even just an acknowledgment that they have been heard—can cripple a brand. Utilized properly, social media can become a tool for companies to be present and be highly accessible.
Another customer expectation brands need to exceed is the need for speed. No, not that kind of speed where burnt tires and gravel are involved of course—this is the kind of speed where response rates are of the utmost importance, because they can positively impact the customer experience. A study by Sendible Insights showed that 32% of customers expect a response within 30 minutes, with 42% expecting a reply or acknowledgment within an hour. This means brands must keep up with their customers’ pace—the faster the better, in order to get those responses quickly to their customers.
Finally, customers expect a personalized customer experience. Nowadays, brands must take a moment to address customers’ need for interactions that are humanized. Empathy, sincerity, and emotional intelligence are the building blocks towards connecting better with customers.
Teleperformance has recognized the value of blending technology with empathy. For over four decades, we have helped companies and brands exceed customer expectations through our methodologies, omnichannel solutions, and tools. Our technology which utilizes automation, chatbots, social media, and robotics among many others allow our processes to be accurate, accessible, efficient, and fast. More importantly, our people are at the heart of it all—by providing people-centric training that aims to develop both technical and soft skills, we continuously create meaningful interactions in order to help you connect better with customers.
Contact us now to learn more about our services.
Publish Date: February 28, 2019 5:00 AM
Some customer interactions will always have to be performed by people. This is according to Steven Van Belleghem’s classic book ‘When Digital Becomes Human’.
The idea was challenged by many in the customer experience (CX) community who believed that we would very quickly see an end to the need for humans to work in customer service roles. After all, we read stories in the business press almost every day that robots and Artificial Intelligence are now becoming so advanced that many people can expect their job to be automated in the next few years. Why should customer service be any different?
Amazon still ranks the book on several bestseller lists today, so Steven’s argument has become even more relevant with time. Steven’s vision projects that both digital and human interactions are important, but one cannot replace the other. In fact, what brands need to understand is exactly how best to improve a long-term relationship with their customer and where digital engagement might work best and where human engagement can reinforce their commitment to offering great support and experience.
The idea of brands creating a customer engagement strategy that is customer-led makes sense. For instance, what is driving the customer to reach out to a brand and how best can the brand respond? The answer is “depends”. In some cases the best response will be automated because this offers an immediate 24/7 response. In others, a more personal service will be superior. The skill is in defining which customer problem requires which type of service because a mistaken choice – or preventing the customer from switching - can lead to a very poor customer experience.
Companies often compete on efficiency and price, but today, brands need to focus on relevance, value, empathy and authenticity in their customer engagement strategy, rather than just assuming that a great price will bring in the sales. Research published in the Harvard Business Review last year demonstrated that the relationship between personal service and digital service is far more complex than accepting that customers must use one or the other. HBR even noted that when an American bank introduced app-based banking customers undertook many more transactions using the app, but this resulted in many more in-person visits to bank branches too. Brands cannot plan for a binary strategy where personal service is entirely automated because customers define how they want to interact and sometimes they want to speak to a real person.
The research identifies three important reasons why we should expect human service to remain important:
- Service is emotional and technology is not; HBR cites an example where Met Life insurance once offered digital condolences to customers calling to settle a death-related insurance claim. In very emotional situations like divorce, accidents, or even the death of a loved one, can you imagine how unnerving it is for a customer to deal with a robot?
- People still turn to people for advice; humans are now very skilled at using digital channels for information –“To Google” has become a verb to search for information online and yet if the information is ambiguous or overwhelming then people still prefer turning to another person for advice. When Netflix recommends a movie we know it is an algorithm, not a person, but we accept this advice. However if a customer is searching for a hotel in Tokyo that accepts pets and over 200 possibilities are returned in a search then it’s normal to ask a travel professional or other travelers for advice. We value the judgment of others.
- Sometimes automation means less effort for a brand, but more for a customer; even the most sophisticated new technologies can – and probably will fail. Anyone who’s used an automated phone service rarely has anything good to say about it, but they are still around confusing and frustrating clients. This is why companies like T-Mobile are now promising that human agents, trained in a variety of specialties, will replace phone menus and bots.
It is clear that automation will be more important in the next few years. Customers are becoming used to interacting with digital assistants such as Google Home, Amazon Echo, and Apple’s Siri. These tools are getting better and many contact centers will deploy intelligent chat assistants to help customers quickly and automatically.
Brands will use automation to increase customer engagement, to support employees and help them find relevant information quickly, and to reduce the friction of transactions – look at how easy it is to order a taxi or pizza today compared to a decade ago. But human interactions will remain important for customer service delivered by contact centers, in retail stores, and in other types of customer engagement.
Whenever you need to have an emotional connection to your customer, a human will always be far superior to software or a robot. Asking the automated system to express a false emotion – like the life insurance example I mentioned – is inauthentic. It feels bogus, like the company doesn’t care about my emotional needs as a customer that needs help.
The theme at the upcoming Leader Insights Forum in Barcelona will be ‘When Digital Becomes Human’, where we will continue to discuss the importance of an emotional connection and how to balance human and digital interactions.
As a warm-up session we are very excited to announce that Giovanni Tavani from Royal Canin will join the great Stefan Osthaus for next week´s webinar on HOW TO INCREASE THE RETURN ON SOCIAL MEDIA WITH HIGH-TOUCH TRADING – Feb 27, 15:00 CET.
Register here for this LIVE discussion with Giovanni whom is currently responsible for global customer care and social media operations for Royal Canin, a division of Mars Petcare. He has been working for global top tier corporations for more than 20 years and is a social media enthusiastic user and professional.
Giovanni has covered different management roles in customer experience programs across many different markets. Prior to joining Royal Canin, Giovanni was appointed as leader of Social Media for Dell, where he led different groups and initiatives.
If you are not in attendance, during the event we will be regularly publishing blog commentary here, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance Global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage.
Publish Date: February 21, 2019 5:00 AM
Technology has become an important contributor to the changing landscape of customer experience management. From a customer service perspective, we have seen various digital solutions that have helped create faster and more efficient results, such as analytics, AI bots, and robotics. Their implementation has resulted in accuracy and convenience for the customers, and cost reduction and optimization for businesses.
Over time, Telepeformance has become synonymous with tailored and proven omnichannel solutions. Throughout this wave of digital transformation, our solutions have become diverse to fit every need: seamless omnichannel platforms, automation solutions, Teleperformance D.I.B.S. (Digital Integrated Business Services), analytics predictive models, social media solutions, and customer/tech/sales support, among many others. These solutions continue to propel us forward, and allow us to continue cementing our place as a global leader in our industry.
At Teleperformance, we are driven by meaningful interactions. Our wide global footprint lets us learn every day from millions of customer interactions, and every day, we strive to become more streamlined, efficient, agile, and personalized. Part of our jobs as interactions experts is to build and continuously rebuild the emotional factors that make the customer experience human—blending this with our digital technologies and the focus on empathy, positivity, and human connection. This high-tech, high-touch approach is what makes us different, and allow us to amplify the customer experience in order to invite customer satisfaction, brand advocacy, and loyalty.
We invite you to get to know us better. Together, we can help you amplify the customer experience, and find the right balance between technology and the human touch. Find out why Teleperformance is the global leader in customer experience management—click here to learn more about our services.
Publish Date: February 14, 2019 5:00 AM
You know in your heart that you have the best product out there in the market, but still, therein lies a bit of a problem: the numbers continue to show missed sales targets, and even more troubling—a consistent lack of repeat purchases.
Locating the root cause of this plateau has been a challenge for most companies, and seeking more (creative) ways to differentiate in their respective competitive industries has become a must. Others succeed, while a few fail, and sometimes the root that hinders the possibility of customer loyalty simply is a brand or company failing to validate customer emotions.
Emotions play an integral role in creating a solid customer experience. Even the smallest decision made by your customer can be the direct result of a felt emotion, whether it’s driving them away or bringing them closer to your brand. Creating a connection that is a result of trust, care, empathy, and transparency is vital in establishing brand loyalty among consumers. Transparency advocates Label Insight reported how 94% of consumers are likely to be loyal to a brand that offers complete transparency. Survey conductors Customer Thermometer showed how 65% of consumers in the United States felt being cared for as a result of having an emotional connection with a brand or company, inspiring brand affinity and loyalty.
What reasons do people give for their emotional brand connections? The aforementioned survey conducted by Customer Thermometer stated the following: 65% of customers felt a connection because a brand made them feel like it cares, 55% of customers felt like a brand has allowed them to make a positive difference in the world, 45% of customers felt like a brand understands them, and 42% felt like a brand is run by like-minded people. The top five emotions for brand connection? Interest, trust, optimism, admiration, and acceptance.
Engaging your customers through an emotional connection can instill brand loyalty as a result of a great and memorable customer experience. Taking into consideration how customers would feel and knowing the importance of inspiring positive emotions in customers help a great deal as you shape your brand. As interactions experts, Teleperformance knows how a meaningful connection can lead to a lifelong partnership between you and your customers. Contact us today to learn how we can help you make every interaction matter!
Publish Date: February 12, 2019 5:00 AM
How can brands and businesses connect better with their customers? To date, this continues to be one of the most complicated questions there is in terms of customer experience and customer loyalty, and while companies today are using social media and technology to reach out better with their customers, sometimes, it’s just a matter of simplicity. In this case—a human touch.
There’s no doubt how customers are getting smarter. They’ve learned how to make themselves heard, they know what they want, and are getting better at expressing their needs. Connecting with them means adapting to their buying behavior while ensuring that they feel cared for, heard, and most importantly, appreciated. Making each interaction count separates the good from the best, allows for more ways to reach out effectively with your customers, and sets you apart from competition. How can you deepen the customer bond? Here are a few ways:
Make it genuine and honest. The ability to sincerely care for your customers goes way beyond the usual “how may I help you today?” spiel that has become mandatory in the customer service industry. It requires a genuine effort from your end. Customers can determine if they are being seen solely as money-making machines, so going the extra mile in showing them that you really are interested in building a relationship would indeed have a lot of benefits. In addition, never stray from your company’s values and integrity—a Business2Community infographic reported how authenticity can positively impact ROI: 63% of customers buy from authentic brands over competitors that hide their true selves.
Ask questions to know what they want. Like personal relationships, sometimes the key to knowing what customers really want is simply through communication. Utilize social media to ask them questions: their activities, interests, how they found out about you, methods of purchasing, and even their favorite music or favorite social media platform. Combine these simple information with analytics and hard data, and you can have a more in-depth, intuitive look at how your customers think and buy, and what they want more from you.
Feedback is a strong pillar. Companies must understand how feedback is an important factor in creating and inspiring brand loyalty. Feedback from customers is beneficial as it inspires change, mostly for the better. Customers will refuse to remain loyal to brands if they won’t listen, or worse—won’t take the time to really listen to them—and opt to walk away, most likely towards the direction of a company that makes them feel appreciated for what they can contribute towards making a product or service improve for the better.
Make them feel involved. Build a safe online community where your customers can interact with one another, receive promotions and exclusive offers, or ask you questions. Creating a place where customers can feel involved and seen can go a long, long way in deepening the customer experience.
Publish Date: December 13, 2018 5:00 AM
When was the last time you really connected with your customer?
The quick pace of today’s society makes true connections hard to come by. In the world of customer service, it becomes trickier: standing out from the competition is already a big enough challenge on its own. It’s where getting your customers’ full attention for more than thirty seconds already feels like a monumental triumph. It’s also where businesses are likely to lose billions every year because of poor customer service—and if you have no plans to incorporate emotional intelligence into your future plans, perhaps it’s about time to reconsider.
Digital innovation has been playing an important role in improving the customer experience. While digitalization has increased productivity and accuracy, it’s emotional intelligence that glues a great customer experience together: the power of a personal and positive customer interaction is strong enough to go where technology cannot.
It is critical for customer service representatives to undergo coaching and emotional intelligence training to be able to form a connection with their customers better. It’s important to know that mastery or knowledge of the product or service is better topped with emotional connections that can lead to returning customers. Trainings that are focused on enhancing an agent’s listening skills can also teach agents how to practice empathy. Empathy goes beyond telling customers that we know how they feel—it’s a constant reassurance that helping them is a main priority, paired with the genuine expression of concern and care.
Being able to sense how others feel is also a mark of emotional intelligence. This ability allows agents to tailor their customers’ experience according to their emotions, feelings, wants, or needs, leading to a more lasting customer interaction. Coaching or role-play sessions are methods that can help agents develop an awareness of their customers.
Prioritizing emotional intelligence can go a long way. Doing so invites returning and loyal customers after a delightful customer interaction, as a result of a genuine connection. With our “high-tech, high touch” humanized approach, Teleperformance has become a global leader in providing exceptional customer interactions. Contact us today to know more about our services!
Publish Date: December 6, 2018 5:00 AM
2018 marks the year for Australia setting a good economic pace in recent times. From an economic perspective, the country continues to show its strength after its annual GDP growth recorded last June increased to 3.4%. This growth—from 3.1% recorded during the first quarter of the year—was reportedly the Australian GDP’s fastest increase in such a short period of time since September of 2012.
The sudden growth of the country’s GDP has been attributed to household spending, growing over .7% within the year. Australia continues to improve its unemployment rates, dropping it to 5% this September—the country’s lowest jobless rate since April 2012.
With a lot of signs pointing Australia’s economy in the right direction, the Teleperformance Customer Experience Lab (CX Lab) recently took an in-depth look at the country through its annual Global CX Survey. With nearly 200,000 interviews conducted per year in 14 key markets, the survey aims to provide important insights that give a glimpse on how customers perceive brands and customer service. Through research and powerful data, the CX Lab continues to improve the customer experience and have aided our clients understand their customers, resulting in meaningful interactions that inspire brand loyalty and customer satisfaction.
In our latest infographic, we put the CX Lab’s latest findings on Australia under the spotlight. Get to know the current state of customer service and customer satisfaction in Australia. Find out about the main drivers of customer loyalty and advocacy through brand and customer service attributes.
Read the CX Lab’s Global CX Survey on Australia by clicking below:
Publish Date: November 13, 2018 5:00 AM