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.
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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:
Contact us today to learn more about our digital solutions
Publish Date: May 26, 2020 |
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| 5.) |  Adverus Dialer Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses. |
| 12.) |  Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands. Astute Agent balances agent efficiency with customer experience. Here’s how: - Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send. - Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case. - Time-saving case feat... (read more) |
| 15.) |  CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers. Conditionally direct calls, texts, chats and forms based on: • Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer Say... (read more) |
| 20.) |  Consilium AWS and Amazon Connect Offering Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully... (read more) |
| 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 |
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