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
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
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