That’s a wrap! The Leader Insights Forum in Dublin, Ireland is over. The delegates and speakers not only shared some incredible insights into the future of the customer experience during these two days, but also had enormous fun too. Frank Keienburg from Supercell was rumored to have been on stage Irish dancing last, but somehow he has deleted all the evidence! The final sessions gave a great insight into creating value for the customer and respecting their privacy.
But the day started with a bang. Author and well-known customer experience (CX) expert Steven Van Belleghem surprised the LIF Europe team when he sent his presentation slides – he had over 300 images in his presentation! However, when Steven started talking it was clear why, he went through so many thoughts and ideas in such a smooth and rapid way that the images changed every few seconds.
Steven talked about the need to make the customer experience fast, easy, and fun. He talked about Domino’s Pizza as a great example of a company that is constantly innovating what seems to be a very simple business model – cooking pizza. Domino’s can take a pizza order on their app with ZERO clicks, they have AI-powered cameras checking the pizza is cooked correctly, they are trialing self-driving delivery cars, and they can put a button in your home – one click and pizza is on the way.
Steven also talked about companies like Walmart that are experiencing a wave of rapid change, but are rising to the challenge. Most retailers are struggling to contain disruption at present, but Walmart is actually growing and thriving because they are able to look at the strengths they have and then build on them. For example, their huge number of employees – 1.4m at last count – has been mobilized to help deliver packages. The employees deliver packages on their own way home from a shift, so the employee earns more, the customer gets a faster delivery than a regular courier could manage, and Walmart builds on their size in an innovative way.
Steven’s insights provoked several moments when the audience just stopped and started applauding – it was a great experience and he clearly has some deep insight into the way that brands need to be thinking about their customer relationships.
The CEO of Praxidia, Paolo Righetti, spoke about generating value from each interaction between a brand and the customer. He was speaking with Viviana Scampone from BNL-BNP Paribas, giving an analysis of a real-life case study at the bank.
Viviana talked about the importance of applying metrics, such as Net Promoter Score (NPS), to the interaction between the brand and the customer, but she emphasized that all CX metrics need to be part of a wider system and not just a score or report. What you are trying to achieve with NPS is a genuine measure of how satisfied customers are – would they really recommend your company to their friends?
Paolo warned that if you are not thinking in detail about your CX processes then you are in fact moving backwards because change is taking place so fast that you cannot afford to stand still. There is a need to think of a strategic continuum from cost to value with your approach to CX located somewhere in the middle.
We closed the forum with an exploration of the issues around customer privacy. With the enforcement of GDPR being implemented earlier this year, this is extremely relevant. Dale Sunderland, the Irish Deputy Data Protection Commissioner, explained that when he was in New York last week there were American CEOs chasing him around asking for meetings. Five years ago, an Irish data protection commissioner would not have ever received such attention, but now data protection is extremely important.
Dale explained that there are now several investigations taking place related to GDPR enforcement. He did dampen the enthusiasm of the media though – many journals have been talking of record-breaking fines based on the possible maximum of 4% of revenue as a possible fine. Dale mentioned that cases are ongoing, but there are many mitigating circumstances, such as when companies can prove they took steps to comply with GDPR in the first place.
Dale stressed that this is the main concern – companies just need to get involved and he repeated that it makes sense for business too. Trust in a business can take years to be earned and then be lost in a single day if that business loses their customer data. What Dale is talking about is not just regulation and following rules from the EU – it makes good business sense to look after customer data.
The audience was great throughout the event – there was never a shortage of questions and interaction. The online activity using the hashtag #LIFEurope was also off the charts. Go back and search for this hashtag to find some of the best social content and comment from the event.
During the event, we regularly published blog commentary to our “Global Blog” company page – click the link to take a look back through the content. There was also extensive live comment via our Teleperformance Global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage with the team.
Publish Date: October 19, 2018 5:00 AM
2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.
Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.
Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
|4.)||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.
Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
|6.)||Jointly International Inc.|
Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Debt Recover, Collections
Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
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.
*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
VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.
- Customer Service
- Walk In Center
- Service Desk
|10.)||Technosys IT Management|
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter
|11.)||Tru29 Outsource Solutions Inc.|
Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.
This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
|CX in the New Normal: Evolving Together with the Digital Shift||May 26, 2020 5:00 AM|
|Introducing: The Teleperformance Cloud Campus: Work-at-Home Reimagined||May 19, 2020 5:00 AM|
|Key Points: The CX Lab’s 2019 Global CX Survey||March 31, 2020 5:00 AM|
|High-tech, High-touch for a Better Customer Experience||March 3, 2020 5:00 AM|
|The World of Retail is a Ground for Innovative CX||February 11, 2020 5:00 AM|
|Getting in Touch with Tech and the Human Experience||January 30, 2020 5:00 AM|
|Cruise Control: Latest Dispatch from the CX Lab||January 9, 2020 5:00 AM|
|Delivering Exceptional Service through Emotional Intelligence||December 17, 2019 5:00 AM|
|Simpler, Faster, and Better Chat Experience||December 12, 2019 5:00 AM|
|Customer Experience in the Time of Feedback||October 31, 2019 5:00 AM|