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CX in the New Normal: Evolving Together with the Digital Shift - Teleperformance - ContactCenterWorld.com Blog

CX in the New Normal: Evolving Together with the Digital Shift

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 staggering rise in call volumes
  • Handling customer queries with a limited workforce due to social distancing
  • The difficulties in creating personalization due to limitations around face-to-face interactions
  • Logistical concerns

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.

Evolving Together
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:

  • Natural Language Processing (NLP)
  • Robotic Process Automation (RPA)
  • Voice Assistants
  • Chatbots
  • Self-service
  • Artificial Intelligence (AI)

Contact us today to learn more about our digital solutions

Source: https://teleperformanceblog.com/customer-experience/cx-in-the-new-normal-evolving-together-with-the-digital-shift/

Publish Date: May 26, 2020


2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 



View more from Teleperformance

Recent Blog Posts:
CX in the New Normal: Evolving Together with the Digital ShiftMay 26, 2020
Introducing: The Teleperformance Cloud Campus: Work-at-Home ReimaginedMay 19, 2020
Key Points: The CX Lab’s 2019 Global CX SurveyMarch 31, 2020
High-tech, High-touch for a Better Customer ExperienceMarch 3, 2020
The World of Retail is a Ground for Innovative CXFebruary 11, 2020
Getting in Touch with Tech and the Human ExperienceJanuary 30, 2020
Cruise Control: Latest Dispatch from the CX LabJanuary 9, 2020
Delivering Exceptional Service through Emotional IntelligenceDecember 17, 2019
Simpler, Faster, and Better Chat ExperienceDecember 12, 2019
Customer Experience in the Time of FeedbackOctober 31, 2019

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