From smartphone contact tracing and virtual consultations in the healthcare industry to countless employees working from home all over the world, the COVID-19 Pandemic has led to an unparalleled shift in the way we view and utilize technology. As countries and economies slowly move towards a new sense of normalcy while continuing safety measures, we are witnessing how digital solutions are essential in keeping many of us afloat, allowing us to prepare for what lies ahead in a post-COVID-19 world.
The Digital Shift
In the customer service industry, many challenges were evident during the health crisis including:
The outbreak has definitely pressed the fast-forward button on the way we live our lives — and businesses and companies must now address the importance of implementing technology in their business models and strategies to be able to evolve with their customers.
CX in the New Normal
With digital interactions becoming the norm, the role of digital channels has become far more significant. Customer interaction — as a result of physical distancing — now revolves around a brand’s digital channels. Instant messaging will continue to be embraced by millions of customers, as evident in the current digitalization of customer support services prompted by the current crisis. Empowering the customer through self-service IVRs and informative FAQs has also been prioritized. An increase in the usage of chatbots has been seen to assist in handling call volumes and deflect traffic, as well as to reduce waiting times and chat queues for customers attempting to receive customer service. There is also a push for traditional businesses and companies to evolve their sales strategy to incorporate digital options and capabilities.
Being in the industry for over 40 years, Teleperformance has evolved with the changing times to better serve our clients and their customers. Armed with our vast footprint, operational flexibility, work-at-home capabilities, and workplace culture, we can help your business accelerate digital transformation to embrace the new normal. Teleperformance has a strong track record in deploying a wide range of omnichannel solutions such as social media, chat, instant messaging, and video chat. More importantly, we use a High-Tech, High-Touch approach, delivering the best mix of technology and human empathy, strengthening customer relationships through:
Contact us today to learn more about our digital solutions
Publish Date: May 26, 2020
|2.)||Computer Data Services, LLC|
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|8.)||Teckinfo Solutions Pvt. Ltd.|
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
|CX in the New Normal: Evolving Together with the Digital Shift||May 26, 2020|
|Introducing: The Teleperformance Cloud Campus: Work-at-Home Reimagined||May 19, 2020|
|Key Points: The CX Lab’s 2019 Global CX Survey||March 31, 2020|
|High-tech, High-touch for a Better Customer Experience||March 3, 2020|
|The World of Retail is a Ground for Innovative CX||February 11, 2020|
|Getting in Touch with Tech and the Human Experience||January 30, 2020|
|Cruise Control: Latest Dispatch from the CX Lab||January 9, 2020|
|Delivering Exceptional Service through Emotional Intelligence||December 17, 2019|
|Simpler, Faster, and Better Chat Experience||December 12, 2019|
|Customer Experience in the Time of Feedback||October 31, 2019|