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Key Points: Global CX Survey 2017 - Teleperformance - ContactCenterWorld.com Blog

Key Points: Global CX Survey 2017

Understanding customer behavior is one of the many challenging aspects in inspiring customer loyalty and achieving overall customer satisfaction. Nowadays, customers are becoming more evolved as technology continues to play an important role, impacting the way customers purchase or promote a product or service and making it even harder to pinpoint what they truly want, what they need, and how they want it.

The Internet has changed the way brands and customers communicate, as customers become more vocal about what satisfies them and what displeases them. The emergence of AI and data has changed the way business is done. All these have allowed customer service to look for more ways to push even harder in order to move ahead in this very competitive industry. Times are changing, but one thing remains solid: brand loyalty is the result of customer satisfaction; attaining customer satisfaction is what drives the customer journey.

Teleperformance’s Customer Experience Lab (CX Lab) continues its relentless quest to provide important insights that have helped clients implement the right customer experience strategy. By asking questions about what channels customers love and use, what keeps customers loyal, and what makes customers brand advocates in the CX Lab’s annual Global CX Survey, the CX Lab is able to provide clients an in-depth understanding of customers’ changing behaviors across countries, generations, and sectors in order to improve the overall customer experience.


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Content continues ….

Our latest infographic shares the many key points gathered in the 2017 Global CX Survey. Find out how customer service continues to play an important role in overall brand performance, the numbers on channel usage and preference, and how security is a vital component in maintaining your customers’ loyalty. Read our infographic here:

Source: https://teleperformanceblog.com/customer-experience/infographic-the-global-cx-survey-2017-the-takeaways/

Publish Date: August 30, 2018 5:00 AM


2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 



View more from Teleperformance

Recent Blog Posts:
CX in the New Normal: Evolving Together with the Digital ShiftMay 26, 2020 5:00 AM
Introducing: The Teleperformance Cloud Campus: Work-at-Home ReimaginedMay 19, 2020 5:00 AM
Key Points: The CX Lab’s 2019 Global CX SurveyMarch 31, 2020 5:00 AM
High-tech, High-touch for a Better Customer ExperienceMarch 3, 2020 5:00 AM
The World of Retail is a Ground for Innovative CXFebruary 11, 2020 5:00 AM
Getting in Touch with Tech and the Human ExperienceJanuary 30, 2020 5:00 AM
Cruise Control: Latest Dispatch from the CX LabJanuary 9, 2020 5:00 AM
Delivering Exceptional Service through Emotional IntelligenceDecember 17, 2019 5:00 AM
Simpler, Faster, and Better Chat ExperienceDecember 12, 2019 5:00 AM
Customer Experience in the Time of FeedbackOctober 31, 2019 5:00 AM

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